Service Delivery Lead — TikTok Shop
Governance & Experience (GNE) | Service & Support Centre (SSC)
About the Role
TikTok Shop's Governance & Experience (GNE) team is responsible for maintaining a safe, high-quality marketplace for buyers, sellers and creators. The Service and Support Centre (SSC) sits within GNE, with a mission to deliver trustworthy e-commerce supported by outstanding service.
This role leads service delivery for the UK and European market day to day, managing BPO vendor relationships and driving continuous operational improvement across Tier 1 support and seller resolution functions.
Responsibilities
- Work with BPO suppliers to ensure a high-performing Tier 1 team delivering world-class service to customers, sellers and creators; ensure all Tier 1 hiring needs are met and front-line quality hits target
- Build and maintain a high-performing Service Resolution team that provides timely support to BPO operations, escalating issues through to resolution
- Lead seller support functions: resolve seller and customer disputes, handle seller inquiries, and run seller education programmes to drive seller success
- Define success metrics and manage team KPIs through coaching and hands-on guidance
- Own go-to-market readiness: work with Regional Solutions to align global SOPs with country and regional requirements, ensuring BPO operations can resolve buyer, seller and creator issues first time
- Use AI-audit insights to identify BPO coaching opportunities and hold vendors accountable for quality improvements
- Identify training needs across BPO sites and in-house roles; ensure every position has the knowledge and tools to perform effectively
- Interpret reporting and analysis to drive service excellence initiatives; use data insights to improve customer-facing processes and agent-facing tools
- Maintain proper staffing and contingency planning across normal operations, seasonal peaks and new product launches
- Work with senior leadership and cross-functional teams on continuous improvement projects targeting customer and seller experience
What We're Looking For
Minimum requirements:
- BA/BS degree or equivalent practical experience
- Experience managing country or regional teams; 5+ years in customer service or seller success management
- Proven ability to build and influence relationships with senior stakeholders, using data to generate insights and solve complex problems
- Strong leadership skills; self-motivated; comfortable operating in ambiguous, matrix environments
- Demonstrated track record in motivating and coaching teams to reach their potential
Preferred:
- Experience in e-commerce or marketplace platforms
- Advanced degree
About TikTok Shop
TikTok is the world's leading destination for short-form mobile video. TikTok Shop launched in the UK in 2021 and has since recorded a 131% annual increase in shoppers and a 180% year-on-year rise in revenue. Globally, TikTok Shop generated $64.3 billion GMV in 2025, with a forecast of $112 billion for 2026. The platform now hosts more than 6,000 live shopping sessions in the UK every single day.
TikTok's global headquarters are in Los Angeles and Singapore, with offices in New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul and Tokyo.
