Join us as we inspire
creativity and bring joy to
millions of users worldwide.
Join us as we inspire
creativity and bring joy to
millions of users worldwide.
@2026 TikTok
Responsibilities
About the Team: TikTok E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our uses, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. The Service Support Center Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for an Escalation Program Manager role who is responsible for handling escalations and complex cases for the AMER Oncall Service and Operation team. Roles & Responsibilities: - Manage seller and creator enquiries escalated by internal teams (account managers/creator managers and seller support) teams through the oncall ticket system. - Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. - Summarize the Q&A and log in to the knowledge management tool. - Promptly escalate critical/ high-risk cases to the appropriate authority. - Monitor the execution of improvement plans to ensure the Oncall team is meeting all performance-related metrics (e.g. CSAT, SLA). - Coordinate with all cross functional teams/ departments to resolve seller/creator issues, follow-up and make sure close-loop on 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. - Identify areas of opportunities to improve performance, work with oncall service and operation leader to develop a comprehensive improvement plan. - Respond to internal and external seller and creator escalations quickly, proficiently and professionally while meeting specific quality expectations. - Adhere to established procedures and guidelines while providing quality seller and creator support in order to meet and exceed department standards. - Create and manage SOPs, enhance Products & Processes, work closely with Operation Product, 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. - Partner with QA & Training Program Manager on training projects strategy, management and operation. - Engage sellers and creators to develop long-term relationships and confidence in TikTok Shop. - 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. - Support ad-hoc projects and initiatives per business needs. - Help shape strategy and implementation for oncall team readiness plan.
Qualifications
Minimum Qualifications: - BA/BS degree or equivalent practical experience. - +3 years' experience in a customer service/customer support environment. - Experience creating the escalation process or handling escalation cases. - Experience building, managing and influencing relationships with internal stakeholders. - Experience driving process and tooling optimization and implementations for customer service or support team. Preferred Qualifications - Using data to generate insights and solve complex problems. - Proactive and continuous improvement attitude. - High problem solving and priority skills. - Experience in eCommerce or marketplace platforms is a plus.
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $88920 - $159600 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok'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 TikTok'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
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. At TikTok, 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.
TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request
