Global Livestream Customer Experience Lead

TikTok; Greater London; On-site; GBP 85,000 - 125,000; Full time

Job summary

TikTok is the leading destination for short-form mobile video. Our Livestream Team focuses on real-time interactive experiences for creators and fans, delivering value and exclusive content.

This role leads the Team Lead in the LIVE Platform Trust and Experience group, guiding people and performance to ensure top-tier customer care. In London, you will drive coaching, process improvements, and cross-functional collaboration with Quality Monitoring, Training, and Readiness teams to boost service

Qualifications

• BA/BS degree required or equivalent.
• 7+ years managing teams in Customer Service with 5+ direct reports.
• 3+ years of livestreaming or user-generated content platform experience.

Responsibilities

• Manage the team on a day-to-day basis and provide first-hand support to team internal escalations.
• 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 customers/creators by working with team, peers, and management.
• Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
• Contribute to special projects, including root-cause analysis of weak performance metrics and service readiness projects.
• Actively manage direct reports, including establishing OKR goals and monitoring progress.
• Conduct trend analyses on customer satisfaction and other core measurements.
• Manage staff utilization rates, productivity, and schedule adherence to meet productivity goals.
• Develop and maintain relationships with clients via cross-team / cross-site meetings and feedback.
• Collaborate with Readiness, SOP, QA, training and system teams to optimize processes.

Skills

Team management

Customer service

Livestreaming experience

Education

BA/BS degree

Job description

TikTok is the leading destination for short-form mobile video. Our Livestream Team focuses on real-time interactive experiences for creators and fans, delivering value and exclusive content.

This role leads the Team Lead in the LIVE Platform Trust and Experience group, guiding people and performance to ensure top-tier customer care. In London, you will drive coaching, process improvements, and cross-functional collaboration with Quality Monitoring, Training, and Readiness teams to boost service