TikTok Shop - Service Delivery Lead

Job description

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 regional/country service delivery leader to manage our service delivery on a day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers. Roles & Responsibilities: - Work with BPO suppliers to ensure a high performing Tier 1 team to provide world-class services to customers, sellers and creators. Make sure all Tier 1 hiring needs are met and front-line service quality meets our targets. - Build and ensure a high performing Service-Resolution team that will deliver operational excellence by providing timely support to Tier 1 BPO operations team, thus to external customers, sellers and creators. - In terms of Seller Support, build teams to solve seller and customer disputes by following platform rules, answer seller inquiries and conduct seller education programs to help with seller success. - D...