At a Glance
- Tasks: Use data and customer feedback to enhance buyer experiences and support.
- Company: Join TikTok, a leading platform for creativity and connection.
- Benefits: Competitive salary, diverse culture, and opportunities for growth.
- Other info: Collaborative team with a focus on diversity and inclusion.
- Why this job: Make a real impact on customer experience in a fast-paced environment.
- Qualifications: 5+ years in analysis or program management; strong analytical skills required.
The predicted salary is between 63000 - 77000 £ per year.
Responsibilities
About the team: This role sits in our Governance & Experience team.
In this role, you’ll use data and customer feedback to scope opportunities to improve the buyer's end-to-end experience, particularly in buyer support and trust recovery.
You will build data driven business cases and work closely with cross-functional stakeholders to implement customer centric solutions to our user benefits related product features, customer service, and communications.
About the Role: To be successful in this role, you will need to have strong analytical and problem solving skills.
- Analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform the business strategy and project prioritization in the Business Requirements Document.
- Triangulate findings and insights from across different sources to scope out key customer problems.
- Collaborate with cross functional teams and key stakeholders to gather requirements, design best fit solutions, and inform project timelines and resources needed.
- Act as an SME for buyer support and trust recovery programs, providing feedback to internal stakeholders (in Buyer Support and Trust Recovery).
- Support the development of the CX team's internal knowledge management tools to build organizational capacity.
Qualifications
- Minimum Qualifications
- 5+ years of experience in Analysis, Strategy, Product or Program Management in Customer experience.
- Solid work experience in an ecommerce marketplace business.
- Bachelor's degree or Mastere's degree (or equivalent practical experience)
- Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action
- Good verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight is required
- Preferred Qualifications
- Experience in data analytics, SQL
- Experience in and understanding of customer fulfillment and delivery experience in e-Commerce.
- Strong interpersonal and relationship-building skills. Ability to interact with cross cultural stakeholders.
- Experience working in a fast paced, ambiguous and high growth environment.
- Collaboration skills working cross functionally in a global working environment.
- About Tik Tok
Tik Tok is the leading destination for short-form mobile video.
At Tik Tok, our mission is to inspire creativity and bring joy.
Tik Tok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of Tik Tok's mission.
Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible.
Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people.
We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company.
Every challenge is an opportunity to learn and innovate as one team.
We're resilient and embrace challenges as they come.
By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users.
When we create and grow together, the possibilities are limitless.
Join us.
Diversity & Inclusion
Tik Tok 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.
At Tik Tok, our mission is to inspire creativity and bring joy.
To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach.
We are passionate about this and hope you are too.
Customer Experience Program Manager, Loyalty & Support, TikTok Shop in London employer: TikTok Inc.
At TikTok, we pride ourselves on being a dynamic and innovative employer that fosters creativity and collaboration in the heart of London. Our inclusive work culture encourages personal and professional growth, offering employees the chance to thrive in a fast-paced environment while contributing to a mission that inspires joy and connection globally. With a commitment to diversity and a focus on meaningful impact, joining our team means being part of a community that values your unique perspective and empowers you to make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Program Manager, Loyalty & Support, TikTok Shop in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TikTok Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TikTok Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Program Manager, Loyalty & Support, TikTok Shop in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TikTok Inc.:Your cover letter is your chance to shine! Tell us why you want to work at TikTok Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TikTok Inc.!
How to prepare for a job interview at TikTok Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
