240 jobs for "Manager, Customer Support"

Responsibilities

TikTok Shop Supply Chain & Logistics team is seeking experienced talents. The team is dedicated to innovating and streamlining TikTok Shop's transportation network and this pivotal role is at the forefront of shaping scalable and efficient transportation strategies.

Key Responsibilities
- Design and implement logistics operating processes that support reliable transportation, warehouse handoffs, and downstream delivery coordination in the North American market.
- Integrate the capabilities of multiple service providers to design the most suitable logistics product for TikTok merchants, balancing cost advantage, delivery timeliness, service reliability, and customer experience.
- Establish SOPs, process maps, escalation paths, and operating dashboards for each stage of the logistics flow.
- Design, monitor, and continuously refine SLAs across pickup, consolidation, linehaul, customs clearance, handoff, delivery coordination, exception handling, and service recovery.
- Manage relevant service providers, including carriers, customs brokers, warehouse partners, and other logistics vendors; drive performance reviews, issue resolution, and service improvement plans.
- Coordinate internal teams, including logistics procurement, warehouse operations, product, merchant-facing teams, settlement, customs, and compliance, to ensure and optimize service quality at each stage.
- Continuously reduce operating cost while improving service quality, delivery experience, process stability, and merchant-facing logistics experience.
- Monitor operational performance and cost-to-serve, identify bottlenecks, lead root-cause analysis, and drive end-to-end implementation of improvement actions.
- Work closely with the customs/trade compliance team to manage compliance-related operations and ensure logistics flows align with relevant regulatory and clearance requirements.

Qualifications

Minimum Qualification(s):
- 5+ years of experience in logistics operations, transportation management, supply chain operations, logistics program management, or e-Commerce logistics.
- Direct experience with transportation operations, consolidated shipping, linehaul, compliance handoff, or logistics coordination in the North American market.
- Strong understanding of carrier operations, warehouse handoffs, transportation milestones, SLA design, and operational exception management.
- Ability to design operating processes from zero to one and convert ambiguous business needs into executable SOPs, SLA mechanisms, and service-provider management routines.
- Strong analytical skills, including the ability to interpret logistics performance data, cost drivers, service quality metrics, and customer experience indicators.
- Excellent communication skills and the ability to work with cross-functional teams across operations, customer service, product, settlement, legal, customs, compliance, and external partners.

Preferred Qualification(s):
- Experience in logistics operations, with deep knowledge of the North American market landscape, provider capabilities, operating models, and cost-service benchmarks.
- Experience combining multiple logistics service providers' capabilities into an integrated service offering for e-Commerce merchants.
- Demonstrated ability to systematize or productize logistics solutions, such as translating operational insights into scalable, standardized solution frameworks or product-level offerings.
- Knowledge of logistics compliance requirements, documentation, and broker or service-provider coordination in the North American market.
- Knowledge of North American geography, major logistics hubs, regional carrier coverage, and service-level trade-offs.
- Experience in e-Commerce, marketplace logistics, fulfillment, parcel delivery, or third-party logistics environments.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $115520 - $258400 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

3. Exercising sound judgment.

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s):
- 5+ years of experience in logistics operations, transportation management, supply chain operations, logistics program management, or e-Commerce logistics.
- Direct experience with transportation operations, consolidated shipping, linehaul, compliance handoff, or logistics coordination in the North American market.
- Strong understanding of carrier operations, warehouse handoffs, transportation milestones, SLA design, and operational exception management.
- Ability to design operating processes from zero to one and convert ambiguous business needs into executable SOPs, SLA mechanisms, and service-provider management routines.
- Strong analytical skills, including the ability to interpret logistics performance data, cost drivers, service quality metrics, and customer experience indicators.
- Excellent communication skills and the ability to work with cross-functional teams across operations, customer service, product, settlement, legal, customs, compliance, and external partners.

Preferred Qualification(s):
- Experience in logistics operations, with deep knowledge of the North American market landscape, provider capabilities, operating models, and cost-service benchmarks.
- Experience combining multiple logistics service providers' capabilities into an integrated service offering for e-Commerce merchants.
- Demonstrated ability to systematize or productize logistics solutions, such as translating operational insights into scalable, standardized solution frameworks or product-level offerings.
- Knowledge of logistics compliance requirements, documentation, and broker or service-provider coordination in the North American market.
- Knowledge of North American geography, major logistics hubs, regional carrier coverage, and service-level trade-offs.
- Experience in e-Commerce, marketplace logistics, fulfillment, parcel delivery, or third-party logistics environments.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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