TikTok Shop - SMT Customer Service Head

- Be responsible for global operational quality performance, CAPEX and OPEX of the large-scale organization.
- Design and provide full life-cycle support for customers with the best industry support experience.
- Lead a global service team to design premium services for valued customers, optimize their experience on our platform.
- Drive global product and process improvements based on issues identified from operations and typical cases.
- Run all business reviews with executive leadership, internal stakeholders and direct reports.
- Define and build organizational capabilities to drive operational efficiencies with a mixed in-house and outsource mode.
- Align company priorities with day-to-day operations, lead growth initiatives for long-term business success.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent with several years of experience in customer service operations.
- Experience in consulting, advisory services and/or contact centers.
- Familiar with e-commerce platform requirements, with a certain level of business sensitivity and risk awareness.
- Able to manage challenging problems, facilitate discussions on complex topics, influence and drive change across the organization.
- Strong leadership, self-motivation, and ability to thrive in ambiguity and matrix environments.

Preferred Qualifications
- English as the business language.

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.

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.