2 days ago

TikTok Shop - Escalation Program Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Lead escalations and complex cases for TikTok Shop’s AMER oncall service and operations team. Manage escalated seller and creator inquiries through the oncall ticket system, diagnose root causes, and drive timely resolutions. Maintain knowledge management by summarizing Q&A, monitor improvement plan execution against CSAT/SLA metrics, and coordinate cross-functional partners to reduce repeat issues and enhance the seller/creator experience. Own SOPs and process/tooling optimization for oncall readiness.

Location: Seattle

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Manager level

Key Responsibilities

•Manage seller and creator escalations through the oncall ticket system and ensure timely, professional handling.
•Identify root causes of escalated issues and drive appropriate resolutions to deliver excellent service.
•Summarize escalations’ Q&A and log them into the knowledge management tool.
•Monitor improvement plan execution and track performance metrics such as CSAT and SLA.
•Create and manage SOPs and partner with cross-functional teams to optimize oncall products, processes, training, and readiness plans.

Key Requirements

•BA/BS degree or equivalent practical experience.
•3+ years in a customer service/customer support environment.
•Experience creating escalation processes or handling escalation cases.
•Experience building, managing, and influencing relationships with internal stakeholders.
•Experience driving process and tooling optimization using AI and automation tools to improve customer service operations.

Experience:3+ yearsCustomer serviceCustomer supportECommerceMarketplace platforms

Education:Bachelor's

Skills:Problem-solvingPriority skillsContinuous improvementStakeholder managementProfessional communication

Tech Stack:Oncall ticket systemKnowledge management toolAIAutomation tools

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

2 days ago

TikTok Shop - Escalation Program Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Seattle

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Manager level

Key Responsibilities

•Manage seller and creator escalations through the oncall ticket system and ensure timely, professional handling.
•Identify root causes of escalated issues and drive appropriate resolutions to deliver excellent service.
•Summarize escalations’ Q&A and log them into the knowledge management tool.
•Monitor improvement plan execution and track performance metrics such as CSAT and SLA.
•Create and manage SOPs and partner with cross-functional teams to optimize oncall products, processes, training, and readiness plans.

Key Requirements

•BA/BS degree or equivalent practical experience.
•3+ years in a customer service/customer support environment.
•Experience creating escalation processes or handling escalation cases.
•Experience building, managing, and influencing relationships with internal stakeholders.
•Experience driving process and tooling optimization using AI and automation tools to improve customer service operations.

Experience:3+ yearsCustomer serviceCustomer supportECommerceMarketplace platforms

Education:Bachelor's

Skills:Problem-solvingPriority skillsContinuous improvementStakeholder managementProfessional communication

Tech Stack:Oncall ticket systemKnowledge management toolAIAutomation tools

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn