At a Glance
- Tasks: Lead a high-performing team to deliver world-class service for customers, sellers, and creators.
- Company: Join TikTok, a dynamic platform at the forefront of eCommerce innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Be part of a vibrant team focused on continuous improvement and customer success.
- Why this job: Make a real impact in a fast-paced environment while shaping the future of online shopping.
- Qualifications: 5+ years in management with strong leadership and problem-solving skills.
The predicted salary is between 60000 - 80000 € per year.
Responsibilities
- Work with BPO suppliers to ensure a high performing Tier 1 team to provide world‑class services to customers, sellers and creators.
- Ensure all Tier 1 hiring needs are met and front‑line service quality meets our targets.
- Build and ensure a high performing Service‑Resolution team that will deliver operational excellence by providing timely support to Tier 1 BPO operations team, thus to external customers, sellers and creators.
- In terms of Seller Support, build teams to solve seller and customer disputes by following platform rules, answer seller inquiries and conduct seller education programs to help with seller success.
- Define success metrics and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.
- Go‑to‑market readiness: work with our Regional Solutions to ensure global SOPs are aligned with Country/Regional regulations, ensuring our BPO operations have a workable solution that resolves our Buyers, Sellers or Creator issues – first time.
- BPO Quality: Identify through AI‑Audit insights coaching opportunities, holding our BPO accountable to coach their people to elevate their quality to deliver exceptional resolution to our customers' issues.
- Identify training needs for both BPO sites as well as all in-house roles to ensure all positions can receive necessary knowledge and tools to perform their jobs.
- Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both customer facing processes and agent facing tools and systems.
- As a people manager, ensure proper staffing and contingency plans are in place, and provide consistent performance through normal business, seasonality, and new product introduction peaks.
- Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving the customer/seller experience.
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Experience in managing country or regional teams and 5+ years in management in customer service and seller success fields.
- Experience in building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
- Strong leadership, self‑motivated and able to thrive in ambiguity and in a matrix environment.
- Ability to function independently and within a team environment with demonstrated track records in motivating and coaching staff to maximize their individual potentials.
Preferred Qualifications
- Experience in eCommerce or marketplace platform is a plus.
- An advanced degree is preferred.
TikTok Shop - Service Delivery Lead employer: TikTok
At TikTok, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. As a Service Delivery Lead, you will have the opportunity to drive operational excellence while working alongside talented professionals in a fast-paced environment. We offer comprehensive employee growth opportunities, competitive benefits, and a unique chance to shape the future of eCommerce in a vibrant location that encourages creativity and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land TikTok Shop - Service Delivery Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at TikTok or similar companies. A friendly chat can open doors and give you insider info on what they're really looking for.
✨Tip Number 2
Prepare for interviews by practising common questions related to service delivery and team management. We recommend using the STAR method to structure your answers – it helps you showcase your experience effectively!
✨Tip Number 3
Showcase your data-driven mindset! Be ready to discuss how you've used insights to improve service quality in past roles. This will resonate well with the hiring team, especially for a role focused on metrics and KPIs.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace TikTok Shop - Service Delivery Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Delivery Lead. Highlight your experience in managing teams and driving customer service excellence, especially in eCommerce or marketplace settings. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background makes you the perfect fit. Don’t forget to mention any specific experiences that relate to building high-performing teams and resolving customer issues.
Showcase Your Data Skills:Since data-driven insights are key for this position, make sure to include examples of how you've used data to improve service quality or drive operational excellence in your previous roles. We love seeing numbers that back up your achievements!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join the StudySmarter team!
How to prepare for a job interview at TikTok
✨Know Your BPO Basics
Make sure you understand the ins and outs of Business Process Outsourcing (BPO). Familiarise yourself with how Tier 1 teams operate and what makes a high-performing service delivery team. This knowledge will help you demonstrate your expertise and show that you're ready to hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in the past. Highlight your experience in coaching and motivating staff, especially in customer service or seller success roles. Be ready to discuss how you’ve driven performance and resolved conflicts within your team.
✨Data-Driven Decision Making
Since the role involves interpreting reporting and analysis, come prepared to discuss how you've used data to drive improvements in previous positions. Think of specific metrics you've tracked and how they influenced your team's performance or customer satisfaction.
✨Emphasise Continuous Improvement
Be ready to talk about your approach to continuous improvement projects. Share any experiences where you've worked with senior leadership to enhance customer or seller experiences. This shows that you’re not just about maintaining standards but are also keen on elevating them.
