Service Resolution Lead

2 weeks ago

Ho Chi Minh City, Vietnam TikTok Full time

Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
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
**About 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.
**The Role**: Resolution Lead manages a team who will focus on ensuring true resolution for cases handled by our front-line service teams and protecting our platform. As a people-manager, this role will be responsible for people and performance management, ensuring seller satisfaction through the management and development of our people.
**How the Role contributes to our Mission**: We want to give our buyers, sellers and creators confidence that our platform is a trusted, safe marketplace.

**Responsibilities**:

- Manage a team of Service Resolution SME responsible for providing customer service to our buyers.
- Manage the team on a day-to-day basis and provide support for escalations;
- Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements;
- Work with Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring.
- Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting sellers by working with team, peers, and management;
- Establishing OKR team goals aligned with SMT and GNE ensuring regular monitoring progress against established milestones. Provide regular feedback, performance coaching, maintain productivity and achieve all customer metrics;
- Identify team performance opportunities to coach and support individual contributors performance outputs to meet expectations;

**Responsibilities**: Operation
- Enable their team to diagnose seller performance and deep dive into sellers' painpoint, dig for root cause, with the current product and process to assist the seller solve their problems;
- Enable their team to identify potential Buyer-Abuse within TTS policies and processes, define and implement with cross-functional teams project to address gaps;
- Coordinate with cross-functional teams to resolve customer issues, follow-up and make sure close-loop to all escalations;
- Ensure all escalations are owned, investigated and resolved by the team to deliver a solution that meets customer needs;
- Define, implement and manage projects that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management;

**Qualifications**:
Minimum Qualifications
- BA/BS degree or equivalent practical experience;
- 3 years experience as People-manager for individual contributors, in a Service organisation;
- Proven leadership with the ability to thrive in ambiguity and in a matrix environment;
- Good written and verbal communication skills in English & Vietnamese
- Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems;
Preferred Qualifications
- Experience in eCommerce platforms in the relevant region
- People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment
- Conflict management, with ability to control and resolve complex escalations
- EU GDPR, ND4C, P2B and DSA regulation knowledge
- Excellent written, verbal and interpersonal communication skills with experience to present to C-Level leadership

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

  • Dispute Resolution Associate

    1 week ago

    Ho Chi Minh City, Vietnam DIMAC Full time

    DIMAC is a professional full-service law firm in Vietnam with a head office in Ho Chi Minh city and two (02) major branches in Hanoi and Danang where around 40 lawyers and paralegals are working, containing its strengths mainly focusing on Investment, Merge & Acquisition, Corporate and Dispute Resolution sector. **JOB DESCRIPTION** - To research and analyze...

  • HR Geo Services Supervisor

    7 days ago

    Ho Chi Minh City, Vietnam UNITED PARCEL SERVICE Full time

    Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself...

  • Finance Collector

    1 week ago

    Ho Chi Minh City, Vietnam UNITED PARCEL SERVICE Full time

    Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself...

  • Market Lead

    1 week ago

    Ho Chi Minh City, Vietnam ADI Consulting Full time

    The market Lead (Engagement Lead/Client Experience Manager) is responsible for partnering with the Respective Markets to ensure Service Centre Adoption, Develop Strong Relationships with Each Market Division/Brand team. Connect with Key Business Executives and Stakeholders involved in E-commerce Service responsibilities. They will be a Key Escalation for any...

  • IT Service Manager, Agency

    2 weeks ago

    Ho Chi Minh City, Vietnam Manulife Full time

    **_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you....

  • Lead Engineer

    4 weeks ago

    Ho Chi Minh City, Vietnam Baker Hughes Full time

    **Lead Engineer - Service Engineering** **Do you enjoy being part of team that provides high-quality engineering for our customers?** **Are you a Controls Engineer looking for an interesting and inspiring opportunity?** **Join our team!** Bringing cutting-edge physical and digital technologies together to create oilfield equipment is the beating heart of...

  • Procure-to-pay (Ptp) Team Lead

    1 week ago

    Ho Chi Minh City, Vietnam The Wise Seeker Services Full time

    KTI Talent Indicator is a talent discovery software platform with AI that offers: talent mapping, assessment, and reskilling services with training to companies. We are looking for a Procure-to-Pay (PTP) Team Lead. Location: Ho Chi Minh Sector: Defense and Engineering Personnel in charge: minimum 5 **Functions** - Responsible for the Group entities'...

  • Customer Resolution Senior Specialist

    5 days ago

    Ho Chi Minh City, Vietnam Prudential plc Full time

    Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career...

  • Billing/collections Supervisor

    3 weeks ago

    Thành phố Hồ Chí Minh, Vietnam UNITED PARCEL SERVICE Full time

    Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself...

  • Java Backend Lead

    1 week ago

    Ho Chi Minh City, Vietnam Intrepid Group Full time

    **About Intrepid** **Your responsibilities will include**: - Engage with internal and external stakeholders to understand and deliver on their data related requirements and initiatives. - Lead the Identification, Design and Implementation of internal and external data process improvements and efficiencies. - Lead the architectural design for API...

  • Lead Controls

    4 weeks ago

    Ho Chi Minh City, Vietnam Baker Hughes Full time

    **Lead Controls (Software) Engineer - Service Engineering** **Do you enjoy being part of team that provides high-quality engineering for our customers?** **Are you a Controls Engineer looking for an interesting and inspiring opportunity?** **Join our team!** Bringing cutting-edge physical and digital technologies together to create oilfield equipment is...

  • Project Lead

    1 week ago

    Ho Chi Minh City, Vietnam GFT Technologies Vietnam Full time

    **Project Lead**: GFT Technologies Vietnam - Ứng Tuyển Blockchain Business Analyst AWS - Đăng nhập để xem mức lương - 29A Nguyen Dinh Chieu, District 1, Ho Chi Minh- Xem bản đồ- Cau Giay, Cau Giay, Ha Noi- Xem bản đồ- Linh hoạt- 5 giờ trước **3 Lý Do Để Gia Nhập Công Ty**: - We build a professional & fun working...

  • IT Service Operations Executive

    2 weeks ago

    Thành phố Hồ Chí Minh, Vietnam HSC Full time

    **JOB DESCRIPTION**: An IT Service Operations Executive plays a pivotal role in ensuring the smooth functioning of IT services within an organization, leveraging the principles of both IT Service Management (ITSM) and Enterprise Service Management (ESM). This role is crucial in aligning IT services with broader business objectives and delivering exceptional...

  • Business Risk Services

    7 days ago

    Ho Chi Minh City, Vietnam Grant Thornton Full time

    **Job No**: HCMC_Audit_0524 **Job type**: Full time **Location**: Ho Chi Minh City **Categories**: Business Process Solutions **Grant Thornton (Vietnam) Limited** is an independent member firm of Grant Thornton International. We are a leading professional services organisation in Vietnam providing Audit, Tax, Advisory and Business Process Solutions. We...

  • Lead Commissioning

    2 weeks ago

    Ho Chi Minh City, Vietnam Bureau Veritas Full time

    Our Mission & Ambition are **Shaping a World of Trust**. A business to business to Society Company, contributing to transforming the world we live in. Thanks to our nrivalled expertise, technical knowledge and worldwide presence, we support our clients by managing quality, safety, health and sustainability risks, to the benefit of society as a whole. This...

  • Account Executive

    1 week ago

    Ho Chi Minh City, Vietnam Pubrio Full time

    **Pubrio** is solving the biggest challenges for SMEs and startups: Grow Revenue, faster and easier. We make it possible for businesses big and small with a suite to accelerate business growth, including B2B sales, lead generation, market research, back office support, and more. **Responsibilities** - Meet and exceed sales quota - Manage the entire sales...

  • Customer Service Director

    3 weeks ago

    Thành phố Hồ Chí Minh, Vietnam TẬP ĐOÀN Y KHOA HOÀN MỸ Full time

    Quay Lại Trang Tìm Kiếm 2 giờ trước **CUSTOMER SERVICE DIRECTOR**: Ứng tuyển ngay Vị trí TP. HCMLương Thỏa thuậnCông ty Tập đoàn Y khoa Hoàn MỹPhòng ban OperationsLoại hình Full time**JOB SUMMARY**: The Customer Service Director at Group Level for Hoan My Medical Corporation will be responsible for developing,...

  • Field Service Channel

    2 weeks ago

    Ho Chi Minh City, Vietnam Headhunt Vietnam Full time

    Manages by objectives, at cluster level, Field Services Channel and Transactional teams The Channel and Transactional Sales Manager is leading a team of FS Channel, Inside service sales representative as well as presale team. His/Her focus is to organize, manage and coach his/her team in order to reach the different pre sales/sales targets given by his...

  • Customer Services Specialist

    1 week ago

    Ho Chi Minh City, Vietnam ELCA Việt Nam Full time

    SecuTix is a global software company providing the industry-leading SaaS Ticketing Engagement Platform. Our solution is used by the largest sports clubs, live entertainment businesses, and leading museums, managing annual sales of about 45 million tickets. **In this role**: We are currently seeking an experienced **Customer Services (L2 Support)...

  • Vip & Club Services Manager

    3 weeks ago

    Ho Chi Minh City, Vietnam Marriott International, Inc Full time

    **Job Number** 23120715 **Job Category** Rooms & Guest Services Operations **Location** Sheraton Saigon Hotel & Towers, 88 Dong Khoi Street, Ho Chi Minh City, Ho Chi Minh, Viet Nam **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Serves as the property Manager on Duty and oversees all...