TikTok Shop - Logistics Service Account Management Team Lead

Responsibilities

The Supply Chain and Logistics team builds the capabilities that support business growth and global operations. We provide business planning, operational insights, and logistics strategy support to help teams and partners operate efficiently across markets.

As the business scales globally, we take on complex, business-critical challenges across network design, operational efficiency, service quality, and the differing needs of each local market, work that strengthens partner experiences and supports sustainable growth.

You will help build scalable logistics capabilities that support TikTok Commerce across global markets.

We are looking for the team lead to manage a team of agents to support and provide direct communication to top sellers on logistics related topics to ensure they have a frictionless operational experience as well as provide guidance on platform rules and regulations.

Responsibilities:
- Responsible for leading a team of agents who provide written communication to aid top sellers on all logistics related enquiries to ensure high satisfaction on their logistics usage and promote their continuing use.
- Coordinate with logistics and cross-functional teams to provide resolutions to seller issues within SLAs.
- Address escalations within targeted resolution times to ensure satisfaction, identify root causes and promote changes to prevent further escalations.
- Use internal tools to address queries and education to sellers, performing ad hoc data consolidation as necessary.
- Provide case studies and summarise pain points to create change through seller communication, product/UI improvements, strategy decisions, and compensation.
- Provide feedback, training and QA to outsourced agents and ensure front-line teams deliver best in class quality experience and resolution - meeting the sellers' expectations.

Qualifications

Minimum Qualification(s):
- Excellent digital written communication skills.
- Experience in a customer service environment and/or handling escalations.
- Comfortable with a fast-paced environment.
- Thrives in a fast-paced environment.
- Mandarin Speaker to communicate with top Chinese merchants from mainland China.

Preferred Qualification(s):
- Problem solver - happy to take ownership of a problem and own it until resolution.
- High attention to detail.
- Tech savvy - comfortable using new tools with limited instructions.
- Strong understanding of ecommerce shipping and warehousing.