TikTok Shop - Angel Oncall Team Lead

Responsibilities

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 Team (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 service oncall lead role to manage oncall team operations and drive continuous improvement together with cross functional teams.

Responsibilities:
- Manage a team of Oncall Service SMEs
- Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements;
- Work with QA/Training Program Manager to train new hires / teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting sellers by working with team, peers, and management;
- Work with Escalation Program Manager to manage escalation cases, look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall customer experience;
- Establishing OKR team goals aligned with SSC and GNE ensuring regular monitoring progress against established milestones. Provide regular feedback, performance coaching, maintain productivity and achieve all customer metrics
- Identify team performance opportunities to coach and support individual contributors performance outputs to meet expectations.

Qualifications

Minimum Qualifications
- Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease; you will be collaborating extensively with partner teams and directly present to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to the team's operations
- BA/BS degree or equivalent practical experience
- 5+ years in management in oncall service, customer service and seller success fields
- Experience in program management and ability to manage large, complex programs and drive change
- Experiences in building, managing and influencing relationships with stakeholders, using data to generate insights and solving complex problems
- Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment
- Ability to function independently and within team environment with demonstrated tracking records in motivating and coaching staff to maximize their individual potentials

Preferred Qualifications
- Experience in eCommerce or marketplace platforms is a plus
- Advanced degree preferred

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $125400 - $235980 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and