EMEA Appeal and MOC Specialist in City of London

Purpose of Role: Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. The Appeal and MOC (moderation on call) team, as part of GNE, ensures the sellers and creators have a channel to feedback to TikTok regarding the enforcements to them.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our department follows an onsite work schedule that requires employees to work in the office 5 days a week. We regularly review our onsite work model, and the specific requirements may change at any time.

Responsibilities:

• Moderation On-Call

• Establish effective escalation SOP & process and guidelines.
• Manage seller and creator enquiries escalated by internal stakeholders teams through the oncall ticket system.
• Promptly handle escalations from MOC BPO team for all domains.
• Monitor the execution of improvement plans to ensure the MOC BPO team is meeting all performance-related metrics (e.g. CSAT, SLA).
• Coordinate with other teams/ departments to resolve seller/creator issues, follow-up and make sure close-loop to all escalations.
• Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall seller and creator experience and confidence in TikTok e-commerce.
• Identify areas of opportunities to improve performance, work with oncall service and operation leader to develop a comprehensive improvement plan.
• Work with the SOP, product operations, project management, QA, Education and Policy teams to optimize oncall products/systems, new and existing processes.
• Work with the GNE enforcement cross-functional teams to identify collaboration opportunities and share feedback and insights.
• Lead and facilitate effective communication between orgs, functions and teams, by building strong partnerships, moving between communication styles, developing clear and transparent communication related to programs and processes.

• Conduct audits on BPO-handled appeal cases to identify process and operational gaps.
• Administer the EROR process for appeal-related matters.
• Perform root cause analysis (RCA) on escalated appeal cases.
• Manage BPO sampling activities via the Rock platform.
• Compile and issue regular reports on BPO service quality for appeal processes.
• Address escalations from the MOC regarding appeal cases.
• Conduct end-to-end follow-up on MOC-revoked appeal cases.

Minimum requirements:

• BA/BS degree or equivalent practical experience.
• Experience handling escalation cases.
• Experience building, managing and influencing relationships with internal stakeholders.

Preferred skills/qualifications:

• Experience in the eCommerce industry is a plus.
• Experience in Quality Assurance under customer service environment is a plus.
• Detail oriented, experience with KPIs and quality.
• Problem solver, data driven, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
• Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.

Important Note: Please be advised that this job posting is on behalf of a third-party agency. This is a 12-month temporary assignment managed by a third-party agency, who will be your employer. While you may be assigned to work at TikTok, you will not be a TikTok employee. All contractual terms, including payroll and benefits, will be handled by a third-party agency. By applying, you agree that the information provided in your application may be processed and retained by TikTok for recruitment purposes and shared with a third-party agency in accordance with TikTok's Applicant Privacy Notice.