TikTok LIVE - Global Customer Service Lead, English Speaking

TikTok; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

Join a dynamic team dedicated to enhancing the Livestream experience on a leading platform for short-form mobile videos. In this role, you'll manage a team focused on delivering world-class service to customers and creators, fostering relationships, and driving business improvements. With a commitment to creativity, innovation, and inclusivity, you'll play a key role in shaping the future of interactive content. If you're passionate about leading teams and making a significant impact in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Over 2 years of experience managing teams in customer service.
• Proficiency in English for effective external communication.

Responsibilities

• Manage daily team operations and support internal escalations.
• Analyze customer satisfaction trends and implement strategies for improvement.
• Build relationships with clients through meetings and feedback responses.

Skills

Team Management

Customer Service

Data Analysis

Problem-Solving

Stakeholder Management

Education

BA/BS degree

Job description

Responsibilities

The Livestream Team is dedicated to creating real-time interactive scenes, offering a new form of content that adds value within the ecosystem. Livestream provides users with a unique consumption experience, broadening content reach, and creating new employment opportunities through direct fan interactions, fostering stronger relationships with creators. It also generates revenue for the platform and promotes content exclusivity, serving as a 'new infrastructure' to expand ecological boundaries.

As part of the LIVE Platform Trust and Experience team, the Service Excellence team delivers world-class service to customers and creators. The Team Lead will manage personnel and performance, ensuring customer satisfaction through team development. Key responsibilities include enhancing agent technical skills, timely customer care, identifying customer trends, and driving business improvements.

Roles & Responsibilities

1. Manage daily team operations and support internal escalations.
2. Collaborate with Quality Monitoring and Training teams to train new hires through coaching and mentoring, ensuring team readiness.
3. Implement policies to foster a positive work environment, build morale, and recognize achievements.
4. Contribute to projects that improve business performance, including root-cause analysis and system enhancements.
5. Manage direct reports by setting OKRs, providing feedback, coaching, and monitoring progress.
6. Analyze customer satisfaction trends and implement strategies for improvement.
7. Oversee staff utilization, productivity, and schedule adherence to meet goals.
8. Build relationships with clients through meetings and feedback responses.
9. Work with various teams to optimize processes affecting customers, sellers, and creators.
10. Conduct regular reviews with teams and stakeholders.
11. Partner with Recruiting to attract and hire top talent for tier 2 roles.

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• Over 2 years managing teams with at least 5 direct reports in Customer Service.
• Proficiency in English for external communication.
• Experience in building relationships with stakeholders, data analysis, and problem-solving.

Preferred Qualifications

• Experience with live-streaming or user-generated content platforms is a plus.
• Ability to work independently and motivate teams to maximize potential.

About TikTok

TikTok is a leading platform for short-form mobile videos, inspiring creativity and joy worldwide. Our headquarters are in Los Angeles and Singapore, with offices globally.

Why Join Us

We foster creativity, innovation, and impact, working together with curiosity and humility. We embrace challenges, iterate constantly, and aim for breakthroughs, creating limitless possibilities.

Diversity & Inclusion

TikTok values diversity and strives to create an inclusive environment that reflects the communities we serve. We celebrate diverse voices and are committed to an inclusive workplace.