Voice of the Customer (VoC) Escalation Specialist

Responsibilities E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards. The Service and Support Center (SSC), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally. The VoC Escalation SME is responsible for managing high-stakes customer issues while simultaneously serving as a primary source of business intelligence. You will own the end-to-end resolution of executive and high-risk escalations. Beyond the "fix," you will diagnose the root cause of these failures, using data to advocate for systemic changes in product, policy, and payments to protect the integrity of the TikTok Shop marketplace. Key Responsibilities Manage the lifecycle of executive-level and high risk escalations for buyers, sellers, and creators, ensuring a white-glove experience. Monitor and respond to social sentiment and marketplace signals to identify high-risk emerging issues—such as payment disruptions or creator friction that threaten brand reputation and marketplace trust. Perform a "5-Whys" analysis to identify whether the failure was a technical bug, a policy gap, or a training issue. Aggregate qualitative data from escalations to identify emerging "pain points" (e.g., shipping logistics friction or buyer-concession abuse). Regularly present "Voice of the Customer" reports to cross-functional and leadership teams to influence the experience roadmap. Analyze refund and compensation patterns to identify potential "Buyer Abuse" or fraud, working with cross-functional teams to tighten SOPs. Identify and bridge friction points in the buyer, seller, and creator journeys to accelerate issue resolution and deepen platform integrity. Minimum Qualifications 3+ years in a high-volume Contact Center, Customer Service, or Marketplace environment. Proficiency in data tools (Excel, Tableau, or SQL) to interpret complex datasets and find the "needle in the haystack." Proven track record of de-escalating high-profile users with empathy and professional authority. Ability to move from "How do I solve this one ticket?" to "How do I fix this for 1 million users?" Preferred Qualifications Understanding of the dynamics between Buyers, Sellers, and Creators is a significant plus. About USDS TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale. On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week. Why Join Us Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us. Diversity & Inclusion 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 we reach. We are passionate about this and hope you are too. USDS Reasonable Accommodation USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at Job Information 【For Pay Transparency】Compensation Description (Annually) The base salary range for this position in the selected city is $83600 - $192534 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: Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues; Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; Exercising sound judgment. #J-18808-Ljbffr