Job Description
Responsibilities
Team Introduction
Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.
We are looking for a Service Strategy Program Manager for customer service to manage the service operation to improve the customer experience, and drive continuous improvement together with cross functional teams.
Responsibilities
- Design detailed service strategies for customer support, defining interaction policies, processes, and solution capabilities.
- Develop and maintain a standardized service framework (Master Service Doc) specifically tailored for customer service, allowing easy adoption and continuous refinement by PE and cross-functional teams.
- Implement Level 3 tagging systems and design corresponding actions to resolve customer inquiries effectively and efficiently.
- Define and expand the action library, creating new solutions and capabilities to enhance customer support.
- Work collaboratively with Logistics, Product and Algorithm teams to ensure solutions align with external and internal requirements.
Qualifications
Minimum Qualification(s)
- Bachelor's degree in Business, Information Systems, Computer Science, or related disciplines.
- 5+ years of experience in service solution design or customer support roles.
- Experience implementing service solutions to different channels.
- Excellent communication and cross-team collaboration skills.
- Fluency in English.
Preferred Qualification(s)
- Proven strong analytical skills, particularly in analyzing performance metrics: CSAT, Repeated Contact Rate, Resolution Rate.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
