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.
Want more jobs like this?
Get Business Operations jobs in Singapore delivered to your inbox every week.
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. TikTok SMT is looking for a Service Lead to support the business expansion in the APAC region. The role will lead the overall contact center operations for the region, which include both outsourced and in-house teams to drive operational excellence.
Responsibilities
- Design the overall service and support strategy for contact centers in the APAC region
- Support regional and country sales initiatives, design and lead growth initiatives to boost
- Build and ensure a high performing in-house service team to respond to escalations and manage vendor operations
- Work with BPO suppliers to ensure a high performing Tier 1 and Tier 2 team and provide the most customer-centric solutions to meet and exceed the goals defined
- Define core metrics and success factors, and guide the team to achieve better performance in each review cycle
- Dive deep to core performance metrics, and drive reports for weekly/monthly/quarterly business reviews
- Work closely with cross-functional teams to launch the new services, and drive operational excellence for the existing business
- Work with senior leadership and internal peer groups on continuous improvement projects
- Implement best practices, set up processes and policies to cover all kinds of business types and make sure service SOPs are in line with each country/region's customer demands and local regulations
- Perform all the jobs related to people manager and lead the team to achieve cohesion
Qualifications
- Bachelor's degree or equivalent practical experience
- 10 years of experience in a service or experience management field
- Experiences in building, managing and influencing relationships with senior stakeholders
- Data driven and skillful in solving complex business problems
- Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment
- Ability to function independently with demonstrated tracking records in motivating and coaching staff to maximize their individual potentials
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.