Responsibilities
团队介绍：TikTok搜推算法团队，负责TikTok短视频产品的基础推荐、搜索算法，加入我们，你能接触到包括搜索、用户增长、社交、直播、内容创造、内容消费等业务场景，直接为核心用户体验负责，支持产品在全球赛道上高速发展。我们的工作内容包括大规模推荐算法的优化、复杂约束的优化问题的解决、多模态大模型的落地，并着力研究下一代AI Search和Chatbot的核心研发技术，包括不限于Multi-Agent、Agentic RL、Harness、Loop Engineering，探索强化学习在大模型时代的新范式。在这里，你可以深入钻研机器学习算法的改进和优化，探索前沿的技术；可以感受不同文化的碰撞，激发认知；可以通过对产品和内容生态的深度分析，影响产品未来的发展方向。 Logistics Service Excellence (LSE) is a global team that acts as a bridge between TikTok Shop Logistics teams and Customer Service (CS). We act as Subject Matter Experts for the Seller's experience of logistics-related issues, cooperating with them on a number of initiatives to ensure they are able to correctly and efficiently handle logistics issues (SOPs, training, coaching, new launch product). On the logistics-side, we bring buyer/seller insights to our business and product teams, and advocate for the best possible user experience with our platform and services. Responsibilities: - BPO Management: Manage the BPO team in Kuala Lumpur, overseeing complaint ticket operations, delivering business outcomes, and driving BPO cost optimization. - Rules & Claims Operations: Lead the optimization of platform logistics rules for both merchant-facing and consumer-facing operations across overseas markets, improving customer service satisfaction through rule enhancements. Own the data capability buildout for claims operations; conduct in-depth analysis of logistics claims data to surface operational issues and drive resolution. - Cross-functional Collaboration: Work closely with the experience operations team to improve the efficiency and quality of complaint ticket handling through tight cross-team partnership.
Qualifications
Minimum Qualification(s) - Experience: Bachelor's degree or above, with 3+ years of experience in customer service management within e-Commerce platforms. - Analytical Skills: Able to identify business pain points through data analysis and case reviews, translate business requirements into structured product specs, and drive implementation. - Stakeholder Management: Strong business execution ability, with proven cross-team and cross-functional communication and coordination skills. - Language: Business-level fluency in both English and Mandarin is required, as key stakeholders for this role are based in Mainland China. Preferred Qualification(s) - Prior experience in BPO/outsourced customer service management or experience operations. - Operations Background: Prior experience in customer service and logistics operations, with a strong command of last-mile and delivery operations. - Process Excellence: Track record of creating process maps, SOPs, and operational documentation that standardize workflows at scale. - Global Exposure: Experience operating in a large, international organization with a diverse, multi-market workforce. - Partnership Management: Proven experience managing and deepening relationships with key stakeholders and external partners.
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.
