TikTok Shop - Merchant Success Specialist

Responsibilities

The Team
We are the TikTok Shop Mass Acquisition and Incubation team in the US, dedicated to empowering brands and sellers worldwide to unlock the explosive growth potential of TT E-commerce in US. Join us in redefining how brands connect, sell, and thrive in the era of short-form video commerce.

The Role
We're looking for a Merchant Success Specialist to lead scalable strategies that boost seller performance. You'll be the bridge between data insights and actionable growth-guiding merchants to maximize their potential on TikTok Shop through analytics, automated engagement, and cross-functional collaboration.

Responsibilities
- Analyze merchant metrics (GMV, CTR, conversion rates, traffic) to identify growth gaps and opportunities.
- Translate insights into actionable guidance through templated reports, emails, and community updates (e.g., "3 quick fixes to reduce 10% cart abandonment").
- Design and automate communication workflows, including:Email sequences (onboarding journeys, performance alerts); Lark community management (1,000+ sellers) and in-platform notifications
- Build self-service resources (FAQ videos, troubleshooting guides) to empower merchants.
- Prioritize high-impact interventions (e.g., targeting shops with 80% performance upside) to drive ROI and GMV.
- Collaborate with cross-functional teams (Seller Ops, Marketing, Product) to resolve systemic issues and launch targeted growth initiatives.
- Streamline workflows at scale and pilot AI-driven tools (e.g., chatbot diagnostics) to handle routine queries, freeing up time for strategic projects.

Qualifications

Minimum Qualifications
- Proactive Problem-Solver: A track record of anticipating merchant needs and resolving issues before they escalate.
- Data Storyteller: Comfortable translating metrics into actionable insights
- 1+ years automating email campaigns or managing large-scale communities (1,000+ members).
- Experience creating templated resources for common merchant questions.

Preferred Qualifications
- E-commerce platform experience (e.g., Shopify, Amazon, or social commerce).
- Basic SQL skills to independently pull and analyze merchant performance data.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $106400 - $191330 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).