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.

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a regional leader to head our Service Account Management team. In this strategically critical role you will lead a team of ~100 account managers and leaders responsible for ensuring TikTok shop merchants have a frictionless and profitable relationship with our e-commerce platform.
Roles and Responsibilities:
1. Leadership and Team Management:
- Provide strategic direction and leadership to a team of account managers.
- Mentor, coach, and develop the team to ensure exceptional service to merchants.
- Set clear goals and KPIs, monitor performance, and provide feedback.
2. Merchant Relationship Management:
- Oversee merchant relationships, ensuring a positive experience.
- Handle escalations and guide account managers on issue resolution.
3. Policy Compliance and Risk Management:
- Ensure merchants adhere to marketplace policies to prevent violations.
- Develop strategies to mitigate risks related to merchant activities.
4. Sales Optimization and Growth:
- Collaborate with account managers to enhance merchant sales and profitability.
- Work with sales and marketing teams on initiatives for merchant growth.
5. Customer Support and Issue Resolution:
- Address escalated customer service issues promptly and effectively.
- Streamline support processes to improve customer satisfaction.
6. Data Analysis and Strategy Development:
- Use data analytics to understand merchant behavior and marketplace trends.
- Develop strategic initiatives to enhance merchant satisfaction and performance.
7. Cross-functional Collaboration:
- Advocate for merchant needs with product, engineering, and operations teams.
- Align account management initiatives with company objectives alongside marketing and sales teams.

Qualifications

Minimum Qualifications
- Experience in leadership within customer success, account management, or related fields, ideally in ecommerce or marketplaces.
- Strong leadership and team development skills.
- Excellent communication and interpersonal skills with stakeholders.
- Analytical mindset for data-driven decision-making.
- Deep understanding of account management principles and customer focus.
- Adaptability to fast-paced environments.
- Experience leading an account management team in a BPO environment, understanding outsourcing dynamics and client management.

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.
---
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2

#LI-Onsite

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $125400 - $235980 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.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.