Responsibilities
The Supply Chain and Logistics team builds the capabilities that support business growth and global operations. We provide business planning, operational insights, and logistics strategy support to help teams and partners operate efficiently across markets. As the business scales globally, we take on complex, business-critical challenges across network design, operational efficiency, service quality, and the differing needs of each local market, work that strengthens partner experiences and supports sustainable growth. You will help build scalable logistics capabilities that support TikTok Commerce across global markets. We are looking for the team lead to manage a team of agents to support and provide direct communication to top sellers on logistics related topics to ensure they have a frictionless operational experience as well as provide guidance on platform rules and regulations. Responsibilities: - Responsible for leading a team of agents who provide written communication to aid top sellers on all logistics related enquiries to ensure high satisfaction on their logistics usage and promote their continuing use. - Coordinate with logistics and cross-functional teams to provide resolutions to seller issues within SLAs. - Address escalations within targeted resolution times to ensure satisfaction, identify root causes and promote changes to prevent further escalations. - Use internal tools to address queries and education to sellers, performing ad hoc data consolidation as necessary. - Provide case studies and summarise pain points to create change through seller communication, product/UI improvements, strategy decisions, and compensation. - Provide feedback, training and QA to outsourced agents and ensure front-line teams deliver best in class quality experience and resolution - meeting the sellers' expectations.
Qualifications
Minimum Qualification(s): - Excellent digital written communication skills. - Experience in a customer service environment and/or handling escalations. - Comfortable with a fast-paced environment. - Thrives in a fast-paced environment. - Mandarin Speaker to communicate with top Chinese merchants from mainland China. Preferred Qualification(s): - Problem solver - happy to take ownership of a problem and own it until resolution. - High attention to detail. - Tech savvy - comfortable using new tools with limited instructions. - Strong understanding of ecommerce shipping and warehousing.
Job Information
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.
