Lead Customer Service Representative

Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. As part of SSC is our Selling Partner Growth (SPG) team. SPG consists of two functions: Service Account Management (SAM) and Seller Onboarding Support (SOS). Through a more high-touch model, SPG provides our high value selling partners an elevated and differentiated support and services experience, and helps them improve and sustain strong account health and performance on TikTok Shop, which ultimately should accelerate these selling partners' GMV growth.We are looking for a US Service Account Management Leader to lead the SAM function in the US, leveraging both BPO and IN-house resources, to deliver performance aligned with SPG targets.Responsibilities:- Manage a Partner Operation Support Specialist Team with a blended operational footprint of BPO Associates and in-house Category Operations Managers.- Design and implement a Premier Support-Solution for our Top Tier Partners to retain and grow their GMV, creating a trusted marketplace through education and effective coaching.- Work with internal 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.- Contribute to special 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.- Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity and to achieve customer satisfaction. Monitor OKR progress against established milestones.- Conduct trend analyses on customer satisfaction and other core measurements. Implement strategies to improve future operation results.- Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence (manage absenteeism and timecard issues) to make sure the final productivity goals are met.- Develop and maintain relationships with internal Operational stakeholders, attending cross-team / cross-site meetings and respond to client feedback.- Work with the Readiness, SOP, QA, Training and System teams to optimize new and existing processes impacting sellers/creators.- Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.- Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.- Work with Recruiting / Staffing teams to identify, interview, and recruit talents for all team openings.Minimum Qualifications:- BA/BS degree or equivalent practical experience.- Data analysis, deep dive on root cause and problem solving skills- Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.- People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment.- Ability to function independently and within a team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.- In this role, you will be collaborating extensively with partner teams and directly present to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to the key seller support operations. Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease.Preferred Qualifications:- Experience in e-commerce or marketplace platforms is a plus.- Experience supporting seller operations or marketplace partners.- 3+ years managing sales and service teams with experience in the e-commerce industry.Req ID: A06523C Tik Tok