Global Logistics Account Manager – Seller Support Lead

TikTok Inc.; Greater London; On-site; GBP 42,000 - 62,000; Full time

Job summary

TikTok is seeking an Account Manager to lead a team of agents delivering written communications to top sellers about logistics, platform rules, and operational guidance. You will coordinate with logistics teams to resolve issues within SLAs and drive a frictionless experience for merchants.

Based in the United Kingdom, you will engage with mainland Chinese merchants, provide training to frontline staff, and help translate feedback into product and process improvements while upholding high

Qualifications

• Excellent digital written communication skills.
• Experience in a customer service environment and/or handling escalations.
• Comfortable with a fast-paced environment.
• Thrives in a fast-paced environment.
• Mandarin Speaker to communicate with top Chinese merchants from mainland China.

Responsibilities

• Lead a team of agents who provide written communication to aid top sellers on all logistics related enquiries to ensure high satisfaction on their logistics usage and promote their continuing use.
• Coordinate with logistics and cross-functional teams to provide resolutions to seller issues within SLAs.
• Address escalations within targeted resolution times to ensure satisfaction, identify root causes and promote changes to prevent further escalations.
• Use internal tools to address queries and education to sellers, performing ad hoc data consolidation as necessary.
• Provide case studies and summarise pain points to create change through seller communication, product/UI improvements, strategy decisions, and compensation.
• Provide feedback, training and QA to outsourced agents and ensure front-line teams deliver best in class quality experience and resolution - meeting the sellers' expectations.

Skills

Written communication

Customer service

Fast-paced environment

Decision making

Mandarin communication

Job description

TikTok is seeking an Account Manager to lead a team of agents delivering written communications to top sellers about logistics, platform rules, and operational guidance. You will coordinate with logistics teams to resolve issues within SLAs and drive a frictionless experience for merchants.

Based in the United Kingdom, you will engage with mainland Chinese merchants, provide training to frontline staff, and help translate feedback into product and process improvements while upholding high