TikTok LIVE - Global Customer Service Operations Manager

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player seeks a Global Customer Service Operations Manager to lead a dynamic team in London. This role involves developing innovative customer service strategies, optimizing workflows, and ensuring top-notch service delivery to creators and users. You will oversee daily operations, manage team performance, and analyze customer satisfaction metrics to drive improvements. If you have a passion for customer service and a knack for leadership, this opportunity offers a chance to make a significant impact in a fast-paced environment.

Qualifications

• 3+ years in workforce management, preferably in high-volume content moderation.
• Strong analytical skills and data interpretation abilities.

Responsibilities

• Developing a global customer service strategy and overseeing daily operations.
• Leading and motivating teams while managing hiring and training.

Skills

Analytical Skills

Leadership Skills

Data Interpretation

Customer Support

English Proficiency

Education

Bachelor's degree in Business

Operations Management

Tools

Workforce Optimization Tools

Microsoft Excel

Job description

Social network you want to login/join with:

TikTok LIVE - Global Customer Service Operations Manager, London

Client:

TikTok

Location:

London, United Kingdom

Job Category:

Customer Service

EU work permit required: Yes

Job Reference:

ed1ea1c7e59b

Job Views:

3

Posted:

08.05.2025

Expiry Date:

22.06.2025

Job Description:

The Livestream Team at TikTok is dedicated to creating real-time interactive content, providing users with unique consumption experiences, and fostering deeper engagement with creators. As part of the LIVE Platform Trust and Experience team, the Service Excellence team offers world-class service to customers and creators. The Team Lead will manage people and performance, ensuring customer satisfaction through team development. Responsibilities include developing a global customer service strategy, overseeing daily operations, optimizing workflows, leading and motivating teams, managing hiring and training, analyzing customer satisfaction metrics, implementing feedback loops, leveraging technology, establishing KPIs, and managing workforce strategies across regions. The role also involves acting as a primary escalation point and leading during crises.

Minimum Qualifications:

• Bachelor's degree in Business, Operations Management, or related field, or equivalent experience.
• 3+ years in workforce management, preferably in high-volume content moderation or customer support.
• Strong analytical skills and data interpretation abilities.
• English speaking proficiency.
• Familiarity with workforce optimization tools.
• Excellent leadership skills.

Preferred Qualifications:

• Exceptional organizational skills.
• Resilience and adaptability.
• Excellent written and spoken communication skills.
• Proficiency in Microsoft Excel or similar tools.