TikTok LIVE - Global Customer Service Operations Manager

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:

• Develop and implement a global customer service strategy that aligns with company goals and enhances customer satisfaction across all regions.
• Collaborate with senior leadership to ensure the customer service approach supports overall business objectives, including growth, customer retention, and revenue goals.
• Oversee the day-to-day operations of the customer service function, ensuring timely resolution of customer inquiries, issues, and complaints.
• Optimize operational workflows, processes, and procedures to ensure the efficiency and scalability of customer service operations across all regions.
• Drive continuous improvement initiatives aimed at reducing operational costs while improving service quality and customer satisfaction.
• Lead, motivate, and manage customer service teams, ensuring they are well-trained, engaged, and equipped to handle customer needs effectively.
• Foster a culture of accountability, high performance, and customer-first mentality across all customer service teams.
• Work with different stakeholders to ensure that performance metrics are met and exceeded, and provide coaching and development to enhance team performance.
• Manage the hiring, training, and retention of customer service professionals across multiple regions.
• Monitor and analyze customer satisfaction metrics (e.g., Net Promoter Score, Customer Satisfaction Score) and develop strategies to improve overall customer experience.
• Ensure that customer service representatives provide accurate, timely, and empathetic responses, contributing to a positive customer experience.
• Implement customer feedback loops to gather insights, identify pain points, and improve service offerings on a global scale.
• Leverage customer service management tools, CRM systems, and data analytics to track customer interactions and improve service delivery.
• Stay up to date with new customer service technologies, including AI chatbots, automation tools, and omnichannel support platforms, to enhance global service operations.
• Establish key performance indicators (KPIs) and metrics to measure the success of customer service operations.
• Regularly track and analyze customer service performance data to identify trends, inefficiencies, and areas for improvement.
• Provide regular reports to senior management, highlighting key performance metrics, customer feedback, and operational improvements.
• Develop workforce management strategies to ensure adequate staffing levels across all global regions, considering time zones and peak demand periods.
• Manage the scheduling, training, and performance of global customer service teams to maintain 24/7 support.
• Balance operational needs with employee engagement and well-being, fostering a positive work culture.
• Act as the primary escalation point for complex or high-priority customer service issues and ensure they are resolved swiftly and effectively.
• Lead the team during crisis situations, to maintain customer trust and minimize the impact on customer satisfaction.

Qualifications

Minimum Qualifications:

• Bachelor's degree in Business, Operations Management, or related field, or equivalent relevant experience.
• 3+ years of experience in workforce management, preferably in high-volume content moderation or customer support environments.
• Strong analytical skills and the ability to interpret data, identify trends, and make data-driven decisions.
• Must possess English speaking proficiency.
• Familiarity with workforce optimisation tools and software.
• Excellent leadership skills with an ability to manage teams, foster collaboration, and drive performance.

Preferred qualifications:

• Exceptional organizational skills with the ability to manage multiple tasks and meet strict deadlines.
• Resilience and adaptability in a fast-paced, dynamic environment.
• Exceptional communication skills, both written and spoken, with the ability to simplify complex information.
• Proficiency in Microsoft Excel or similar tools for data analysis and reporting.

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.