TikTok LIVE - Global Customer Service Lead

TikTok
London
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["People management","Coaching","Mentoring","Trend analysis","Stakeholder management"]

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.

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FursaFursa
TikTok
TikTok
1 month ago

TikTok LIVE - Global Customer Service Lead

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 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
WebsiteLinkedIn