At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About the team
MAI (Merchant Acquisition & Incubation) team is responsible for UK merchant growth, aiming to onboard, incubate, educate merchants from scratch and drive their business success.

About the role
This position is within the Operations team of TikTok Shop UK, responsible for leading and managing a team of external customer support agents with an outbound focus. The primary objective of the team is to support the onboarding and incubation of sellers on the platform. The role involves overseeing the performance of the customer support agents and project managing their contributions to ensure efficient operations and high-quality service delivery.

This position is ideal for individuals with experience in operations management, project management, customer support management, or business process outsourcing (BPO) management.

Responsibility
- Lead and manage a team of BPO professionals to empower the TikTok Shop seller acquisition and incubation, providing guidance, coaching, and mentoring to ensure individual and collective growth.
- Oversee the daily operations of the BPO team, including lead or task assignments, workload distribution, and ensuring adherence to established processes and procedures.
- Monitor and evaluate team performance, tracking key performance indicators (KPIs), and taking proactive measures to address any performance gaps.
- Collaborate with cross-functional teams, including seller services, government and experience teams and training, to ensure seamless service delivery and continuous process improvement.
- Analyze operational data and provide regular reports on team and individual performance to senior management.
- Stay updated on industry trends, best practices, and emerging technologies in the BPO space to drive innovation and process enhancements.

Qualifications

Minimum Qualifications:
- Bachelor degree or above in Business Administration, Management, or a related field.
- More than 5 years of work experience with BPOs. Must have experience operating both within the BPO structure i.e. Agent, Team Lead, BPO Manager, and on the client side i.e. Vendor Manager. Program Manager, Service Ops Manager.
- Experience leading teams and achieving ambitious targets.
- Analytical mindset with the ability to interpret data and make informed decisions.
- Proficient in using BPO software and tools to drive operational efficiency.

Preferred Qualifications:
-Experience working in at least one fast-paced startup.
-Excellent organisational and multitasking skills, with the ability to manage and prioritise multiple tasks and projects.
- Exceptional interpersonal and communication skills, both written and verbal

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.