9 hours ago

TikTok LIVE - Global Customer Service Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Lead a global customer service team for TikTok LIVE, managing day-to-day performance, escalations, and direct reports. Coach and mentor agents, collaborate with Quality Monitoring and Training to bring teams up to readiness, and proactively address issues impacting customers/creators. Drive service and operational improvements using trend analysis and OKR tracking, optimize processes across related teams, and support recruiting for tier 2 openings.

Location: London

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage the team day-to-day and provide first-hand support for internal escalations
•Coach and mentor teams via collaboration with Quality Monitoring and Training; ensure readiness and full coverage of role responsibilities
•Implement policies and processes to maintain a positive work environment, morale, and recognition; support special projects including root-cause analysis
•Set and manage OKR goals for teams, provide feedback and coaching to improve service quality and productivity, and monitor OKR progress
•Conduct trend analyses on customer satisfaction and core metrics; manage utilization, productivity, and schedule adherence; collaborate across teams to optimize processes and recruiting

Key Requirements

•BA/BS degree
•7+ years managing teams with 5+ direct reports in Customer Service
•3+ years of experience in livestreaming and user-generated content platforms
•Experience working in tech/internet or BPO organizations
•Ability to build and influence relationships with internal stakeholders using data to generate insights and solve complex problems

Experience:LivestreamingUser-generated contentTechInternetBPO

Education:Bachelor's

Skills:People managementCoachingMentoringTrend analysisStakeholder management

Company Brief

TikTok

Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn

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TikTok

9 hours ago

TikTok LIVE - Global Customer Service Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Location: London

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage the team day-to-day and provide first-hand support for internal escalations
•Coach and mentor teams via collaboration with Quality Monitoring and Training; ensure readiness and full coverage of role responsibilities
•Implement policies and processes to maintain a positive work environment, morale, and recognition; support special projects including root-cause analysis
•Set and manage OKR goals for teams, provide feedback and coaching to improve service quality and productivity, and monitor OKR progress
•Conduct trend analyses on customer satisfaction and core metrics; manage utilization, productivity, and schedule adherence; collaborate across teams to optimize processes and recruiting

Key Requirements

•BA/BS degree
•7+ years managing teams with 5+ direct reports in Customer Service
•3+ years of experience in livestreaming and user-generated content platforms
•Experience working in tech/internet or BPO organizations
•Ability to build and influence relationships with internal stakeholders using data to generate insights and solve complex problems

Experience:LivestreamingUser-generated contentTechInternetBPO

Education:Bachelor's

Skills:People managementCoachingMentoringTrend analysisStakeholder management

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn