TikTok LIVE - Global Customer Service Operations Manager

TikTok; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

TikTok is seeking a Global Customer Service Operations Manager to lead its service excellence team. This role involves creating customer service strategies, operational oversight, and team management to enhance customer satisfaction globally. The ideal candidate will have proven leadership skills and experience in customer support, along with a strong analytical background.

Benefits

Inclusive work environment

Opportunities for career growth

Qualifications

• 3+ years of experience in workforce management or customer support environments.
• Familiarity with metrics like Net Promoter Score and Customer Satisfaction Score.
• Strong proficiency in English.

Responsibilities

• Develop and implement a global customer service strategy.
• Oversee daily operations of customer service functions.
• Drive initiatives to reduce costs while improving service quality.

Skills

Leadership

Analytical Skills

Customer Satisfaction

Education

Bachelor's degree in Business or Operations Management

Tools

Workforce optimisation tools

Job description

TikTok LIVE - Global Customer Service Operations Manager

TikTok LIVE - Global Customer Service Operations Manager

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Responsibilities
About the Team
The Livestream Team is committed to creating real-time interactive scenes, As a new form of content, Livestream creates value for all parties in the ecology. Livestream provides users with a unique consumption experience and further generalizes content. It is also a new way of employment to provide more direct fan interaction and deepen relationships with authors; It provides objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries.

As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators. The Team Lead will act as the people manager of the and will be responsible for people and performance management, ensure customer satisfaction through the management and development of team members. Key responsibilities of this role include enhancing agent technical expertise and delivery of timely customer care, proactively identifying trends impacting customers and clients, and driving business improvements.

Roles & Responsibilities
- Develop and implement a global customer service strategy that aligns with company goals and enhances customer satisfaction across all regions.
- Collaborate with senior leadership to ensure the customer service approach supports overall business objectives, including growth, customer retention, and revenue goals.
- Oversee the day-to-day operations of the customer service function, ensuring timely resolution of customer inquiries, issues, and complaints.
- Optimize operational workflows, processes, and procedures to ensure the efficiency and scalability of customer service operations across all regions.
- Drive continuous improvement initiatives aimed at reducing operational costs while improving service quality and customer satisfaction.
- Lead, motivate, and manage customer service teams, ensuring they are well-trained, engaged, and equipped to handle customer needs effectively.
- Foster a culture of accountability, high performance, and customer-first mentality across all customer service teams.
- Work with different stakeholders to ensure that performance metrics are met and exceeded, and provide coaching and development to enhance team performance.
- Manage the hiring, training, and retention of customer service professionals across multiple regions.
- Monitor and analyze customer satisfaction metrics (e.g., Net Promoter Score, Customer Satisfaction Score) and develop strategies to improve overall customer experience.
- Ensure that customer service representatives provide accurate, timely, and empathetic responses, contributing to a positive customer experience.
- Implement customer feedback loops to gather insights, identify pain points, and improve service offerings on a global scale.
- Leverage customer service management tools, CRM systems, and data analytics to track customer interactions and improve service delivery.
- Stay up to date with new customer service technologies, including AI chatbots, automation tools, and omnichannel support platforms, to enhance global service operations.
- Establish key performance indicators (KPIs) and metrics to measure the success of customer service operations.
- Regularly track and analyze customer service performance data to identify trends, inefficiencies, and areas for improvement.
- Provide regular reports to senior management, highlighting key performance metrics, customer feedback, and operational improvements.
- Develop workforce management strategies to ensure adequate staffing levels across all global regions, considering time zones and peak demand periods.
- Manage the scheduling, training, and performance of global customer service teams to maintain 24/7 support
- Balance operational needs with employee engagement and well-being, fostering a positive work culture.
- Act as the primary escalation point for complex or high-priority customer service issues and ensure they are resolved swiftly and effectively.
- Lead the team during crisis situations, to maintain customer trust and minimize the impact on customer satisfaction.

Qualifications
Minimum Qualifications:
- Bachelor's degree in Business, Operations Management, or related field, or equivalent relevant experience.
3+ years of experience in workforce management, preferably in high-volume content moderation or customer support environments.
- Strong analytical skills and the ability to interpret data, identify trends, and make data-driven decisions.
- Must possess English speaking proficiency.
- Familiarity with workforce optimisation tools and software.
- Excellent leadership skills with an ability to manage teams, foster collaboration, and drive performance.

Preferred qualifications:
- Exceptional organizational skills with the ability to manage multiple tasks and meet strict deadlines.
- Resilience and adaptability in a fast-paced, dynamic environment.
- Exceptional communication skills, both written and spoken, with the ability to simplify complex information.
- Proficiency in Microsoft Excel or similar tools for data analysis and reporting.

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.


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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Entertainment Providers

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