Service Strategy and Planning Architect for Customer Support

Responsibilities

TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.

About the Team

Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.

We are looking for a Service Strategy and Planning PM for Customer service to manage the chatbot operation to improve the customer experience, and drive continuous improvement together with cross functional teams.

What will you do

• Design detailed chatbot service strategies for customer support, defining chatbot interaction policies, processes, and automated solution capabilities.
• Develop and maintain a standardized chatbot service framework (Master Service Doc) specifically tailored for customer service, allowing easy adoption and continuous refinement by prompt engineer and cross-functional teams.
• Implement intelligent tagging systems and design corresponding automated actions to resolve customer inquiries effectively and efficiently.
• Define and expand the automated action library, creating new solutions and capabilities to enhance chatbot-driven customer support.
• Work collaboratively with Logistics, Product and Algorithm teams to ensure chatbot automation solutions align with external policies and requirements.

Qualifications

Minimum Qualifications

• Bachelor's degree in Business, Information Systems, Computer Science, or related disciplines.
• 4+ years of experience in chatbot design, automation service strategy, or customer support roles.
• Proven analytical skills, particularly in chatbot performance metrics (CSAT, FCR, Resolution Rate) and intelligent tagging systems.
• Experience implementing automated chatbot solutions and intelligent classification systems.

Preferred Qualifications

• Excellent communication and cross-team collaboration skills.