TikTok Commerce - Case Investigation Solutions Manager (Arabic Speaking), Global Selling

Responsibilities

About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About the team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

SMT is looking for a case investigation solutions to build and design the daily standard operating procedures. The role will be responsible for the performance of the contact centre operations and continuous improvement of the customer journey.

Responsibilities
- Support the BPO operation and provide the first hand support to team internal escalations;
- Build and Design customer journeys and standard operating procedures for the region;
- Collaborate with service solution team on enhancements to SOP and amendments
- Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management;
- Conduct trend analyses on customer satisfaction and other core measurements. Implement strategies to improve future operation results;
- Manage and monitor BPO team utilization rates and process adherence;
- Work with voice of customer, Global SOP, Quality assurance, Training and System teams to optimize new and existing processes impacting customers;
- Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience;
- Strong service analysis and solution capabilities;
- Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems;
- People-oriented, self-motivated, and able to thrive in ambiguity and in a matrix environment;
- Fluent in Arabic is mandatory to work with Arabic speaking BPOs

Preferred Qualifications
- COPC or six sigma qualifications.
- 3-5 years experience in customer service or customer journey building role;
- Eager to learn, initiative taker and problem-solver;
- High problem solving and priority skills;
- Thrives in fast environments and has ability to work under pressure;
- Must be customer service and result-oriented;
- Experience in eCommerce or marketplace platforms is a plus.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.