Service Resolution Lead

7 months 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

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