Job Description
Key Responsibilities
TikTok Shop Customer Experience Ownership
- Own day-to-day customer support for TikTok Shop across US and UK markets
- Respond to customer inquiries via TikTok Shop messaging within SLA requirements
- Resolve order issues including delays, refunds, returns, cancellations, and disputes
- Handle complex cases and escalations independently
- Ensure consistent, brand-aligned communication while following TikTok Shop policies
SLA, Compliance & Seller Score Management
- Monitor and maintain TikTok Shop SLA metrics (response time, resolution time)
- Protect seller score by proactively managing disputes and unresolved cases
- Ensure all responses and resolutions comply with TikTok Shop policies and guidelines
- Flag risks that could result in account penalties or performance degradation
- Escalate product issues, defects, or recurring customer complaints to ...
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