Customer Service Representative

Service Account Management Leader – United States

A leadership role within TikTok’s Selling Partner Growth team, responsible for managing a high‑value partner account team (both BPO and in‑house staff) and driving partner performance on TikTok Shop.

Responsibilities

• Manage a Partner Operation Support Specialist team, blending BPO associates and in‑house Category Operations Managers.
• Design and implement a Premier Support solution for Top Tier partners to retain and grow GMV through education and coaching.
• Collaborate with Quality Monitoring, Training, Readiness, SOP, QA, and System teams to train new hires, conduct coaching, and improve service quality.
• Identify and resolve issues impacting sellers by working with the team, peers, and management.
• Lead special projects that enhance business, including root‑cause analysis of performance metrics and service readiness initiatives.
• Actively manage direct reports, establish OKR goals, provide feedback and coaching, and monitor OKR progress.
• Conduct trend analyses on customer satisfaction and other core metrics to implement strategies for improved results.
• Track staff and team utilization, productivity, and schedule adherence to meet productivity goals.
• Build and maintain relationships with internal Operational stakeholders, attending cross‑team meetings and responding to client feedback.
• Optimize new and existing seller processes in partnership with Readiness, SOP, QA, Training and System teams.
• Maintain weekly/monthly/bi‑monthly reviews with teams and stakeholders.
• Implement policies and processes to foster a positive, productive work environment and recognize employee achievements.
• Collaborate with Recruiting and Staffing teams to identify, interview, and recruit top talent for the team.

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• 5+ years managing sales and service teams within the e‑commerce industry.
• Strong data analysis, root‑cause investigation, and problem‑solving skills.
• Experience building and influencing internal stakeholder relationships and generating insights from data.
• People‑oriented, self‑motivated, and able to thrive in ambiguity and a matrix environment.
• Independent and collaborative with a proven track record of coaching staff to maximize performance.
• Fluency in Mandarin and English; ability to communicate business terminology fluently.
• Experience collaborating with partner teams and presenting to leadership across APAC.

Preferred Qualifications

• Experience in e‑commerce or marketplace platforms.
• Experience supporting seller operations or marketplace partners.

About TikTok

TikTok is the leading destination for short‑form mobile video, inspiring creativity and bringing joy worldwide. TikTok’s global headquarters are in Los Angeles and Singapore, with offices in major global markets.

Why Join Us

We build products that help people authentically express themselves, discover, and connect. Our diverse, inclusive teams drive innovation in a rapidly growing tech company where curiosity, humility, and a “Always Day 1” mindset lead to meaningful breakthroughs.

Diversity & Inclusion

TikTok is committed to creating inclusive workplaces where employees are valued for their skills, experiences, and unique perspectives. We celebrate diverse voices and strive to reflect the many communities we reach.

Accommodation

TikTok provides reasonable accommodations in recruitment for candidates with disabilities, pregnancy, religious beliefs, or other protected statuses. Please contact us at for assistance.

Compensation & Benefits

Annual base salary range: $104,712 – $192,534. Candidates may be eligible for discretionary bonuses, stock units, and a comprehensive benefits package that includes medical, dental, vision, 401(k) matching, paid parental leave, disability coverage, life insurance, wellbeing benefits, 10 paid holidays, 10 paid sick days, and 17 days of Paid Personal Time.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other
Industries: Technology, Information and Internet

Job Information

Location: United States (remote possible). This role is currently open.

Legal Compliance

TikTok complies with all applicable federal, state, and local employment laws. For Los Angeles County candidates, criminal history may be considered in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.