TikTok LIVE - Global Customer Service Lead, English Speaking

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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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. Together, we inspire creativity and enrich life.

To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together.

That's how we drive impact for ourselves, our company, and the users we serve. Join us.

About the Team

The Livestream Team is committed to creating real-time interactive scenes. As a new form of content, Livestream creates value for all parties in the ecology, providing users with a unique consumption experience and further generalizing content. It also serves as a new way of employment to provide more direct fan interaction and deepen relationships with authors, promoting content exclusivity.

As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators. The Team Lead will act as the people manager and will be responsible for people and performance management, ensuring customer satisfaction through the management and development of team members.

Key Responsibilities

• Manage the team on a day-to-day basis and provide first-hand support to team internal escalations.
• Work with internal Quality Monitoring and Training teams to train new hires through intensive coaching and mentoring.
• Ensure the team is fully trained and prepared to conduct their responsibilities.
• Proactively identify and resolve issues impacting customers/creators.
• Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
• Contribute to special projects that enhance the business, including root-cause analysis of weak performance metrics.
• Actively manage direct reports, including establishing OKR goals for teams and providing feedback.
• Monitor OKR progress against established milestones.
• Conduct trend analyses on customer satisfaction and other core measurements.
• Implement strategies to improve future operation results.
• Manage and monitor staff utilization rates, productivity, and schedule adherence.
• Develop and maintain relationships with clients by attending cross-team meetings and responding to client feedback.
• Work with the Readiness, SOP, QA, training, and system teams to optimize processes impacting customers/sellers/creators.
• Maintain regular reviews with teams and internal stakeholders.
• Work with Recruiting/Staffing teams to identify, interview, and recruit top talents.

Qualifications

Minimum Qualifications:

• BA/BS degree or equivalent practical experience.
• 2+ years managing teams and 5+ direct reports in the Customer Service field.
• Proficiency in English for effective communication with external customers.
• Experience building, managing, and influencing relationships with internal stakeholders.

Preferred Qualifications:

• Experience working for live-streaming/user-generated content platforms is a plus.
• Ability to function independently and within a team environment.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. We celebrate our diverse voices and create an environment that reflects the many communities we reach.