TikTok Shop - SMT Customer Service Head

About US

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a Global Customer Service Head role to be responsible for customer service strategy design and global operations. This role will manage end-to-end service solutions for global customers of the TikTok Shop platform.



Responsibilities

- Design and develop global support strategies for customer service of TikTok Shop.

- Fully leverage inbound and outbound technologies to fulfill customer support requests from all service channels.

- Be responsible for global operational quality performance, CAPEX and OPEX of the large-scale organization.

- Design and provide full life-cycle support for customers with the best industry support experience.

- Lead a global service team to design premium services for valued customers, optimize their experience on our platform.

- Drive global product and process improvements based on issues identified from operations and typical cases.

- Run all business reviews with executive leadership, internal stakeholders and direct reports.

- Define and build organizational capabilities to drive operational efficiencies with a mixed in-house and outsource mode.

- Align company priorities with day-to-day operations, lead growth initiatives for long-term business success.