TikTok Shop - Voice of Business Specialist

The Governance and Experience (GNE) team is dedicated to building a safe, reliable, and high-quality marketplace for users and partners alike. We are passionate about delivering exceptional user experiences by developing effective policies, operational frameworks, and system-level solutions that ensure trust, safety, and service excellence across our platform.​



Within GNE, the Service Support Centre (SSC) plays a key role in providing outstanding customer service to buyers, partners, and internal stakeholders. As part of SSC, we are seeking a Voice of Business (VoB) Specialist who will be responsible for analyzing feedback from sellers and creators, identifying key themes, and driving actionable improvements. This role is critical to reducing contact rates, enhancing seller satisfaction, and ultimately contributing to GMV growth through operational and experience-driven insights.



Responsibilities

- Analyze regional dashboards to identify key contact drivers and emerging trends

- Investigate ticket pools to identify high-impact or representative cases

- Review and summarize ticket correspondence to create clear, concise case reports.

- Collaborate with Voice of Customer (VoC) Program Managers to align on root causes and recommend corrective actions

- Coordinate with cross-functional stakeholders to implement solutions and ensure closure on shared daily cases

- Provide support to VoC, Training, and Quality Assurance (QA) teams as needed