Responsibilities
Team Intro
The Customer Service Platform is a set of multi-channel, one-stop intelligent product solutions that help business/customers improve service experience, reduce service costs, improve agent operation efficiency, and realize online resource management, risk management and experience management. We are the Data Analysis team of Customer Service platform. We have many colleagues who are passionate about Data Analysis and Data Science. We serve the Internationalization e-commerce business. Global users will purchase goods through TikTok, and there will be various problems throughout the process. We will use data performance to better serve customers, improve user experience, and enhance customer service efficiency. Here, you can fully utilize your data abilities and gain many Data Analysis-related abilities, including but not limited to Excel, SQL, Python, Tableau, ThinkCell, Machine Learning, large model applications, etc. Come and join us.
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In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities:
- Responsible for building and improving overseas e-commerce business customer service data evaluation and monitoring system, including service experience topics and service efficiency topics.
- Conduct in-depth analyses with the objective of enhancing service experience and optimizing service efficiency to contribute to our business objectives. For instance, we can generate recommendations for improving service experience, considering factors like product features, solutions (compensation plans, etc.), and service processes. We can also optimize overall service efficiency by analyzing strategies such as agent empowerment tools, agent scheduling, and appointment callbacks. We aim to refine plan settings.
- Identify service anomalies based on user interaction patterns to minimize the occurrence of public sentiment issues. Identify critical signals to aid in the detection of bugs and user experience related issues.
- Clearly assess the impact of our services on business value. Explore the effects on repurchase and customer retention from both user and issue-related perspectives. Define service priorities and enhance service ROI.
Qualifications
Minimum Qualifications:
- Bachelor's degree with a background in Math, Economics, Computer Science, Statistics, or other quantitative fields;
- 5 years experience of Data Analytics.
- Expert experience pulling large and complex data using SQL and writing data pipelines.
- Experience with a data visualization tool (e.g. Tableau);
Preferred Qualifications:
- Experience doing quantitative analysis;
- Development experience in at least one scripting language (Python,etc.);
- Excellent verbal and written English communication skills;
- Experience with large data sets and distributed computing (Hive/Hadoop).
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $123626 - $220611 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.