TikTok LIVE - Global Customer Service Lead

The Livestream Team is committed to creating real-time interactive scenes. As a new form of content, Livestream creates value for all parties in the ecology, providing users with a unique consumption experience and further generalising content. It also serves as a "new infrastructure" for expanding ecological boundaries.

As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators. The Team Lead will act as the people manager and will be responsible for people and performance management, ensuring customer satisfaction through the management and development of team members.

Key responsibilities of this role include:

• Manage the team on a day-to-day basis and provide first-hand support to team internal escalations.
• Work with internal Quality Monitoring and Training teams to train new hires/teams through intensive coaching and mentoring.
• Proactively identify and resolve issues impacting customers/creators by working with team, peers, and management.
• Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognise employee achievements.
• Contribute to special projects that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
• Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity, and achieve customer satisfaction.
• Conduct trend analyses on customer satisfaction and other core measurements. Implement strategies to improve future operation results.
• Manage and monitor staff and team level utilisation rates, team productivity, and schedule adherence to ensure final productivity goals are met.
• Develop and maintain relationships with clients by attending cross-team/cross-site meetings and responding to client feedback.
• Work with the Readiness, SOP, QA, training and system teams to optimise new and existing processes impacting customers/sellers/creators.
• Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
• Work with Recruiting/Staffing teams to identify, interview, and recruit top talents for all tier 2 openings.

Minimum Qualifications:

• BA/BS degree or equivalent practical experience.
• 2+ years managing teams and 5+ direct reports in the Customer Service field.

Preferred qualifications:

• Experience working in tech/internet/BPO organisations.
• Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.
• Experience working for live-streaming/user-generated content platforms is a plus.

Diversity & Inclusion: 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.