Appeals Program Manager - TikTok Shop

TikTok; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading social media platform in Singapore is seeking an experienced professional to manage appeal programs and ensure quality service. You will lead efforts in customer service and content moderation appeals, analyze trends, and provide insights for improvement. Ideal candidates have a BA/BS degree, 3+ years in project management, and strong analytical and communication skills. Join a dynamic team committed to inspiring creativity and driving innovation in the tech industry.

Qualifications

• 3+ years' working experience in project/program management.
• 2+ years' experience with customer service or content moderation appeals.
• Experience with high profile disputes and escalations.

Responsibilities

• Lead appeal programs related to enforcement actions.
• Monitor and analyze appeal trends and escalate critical cases.
• Provide insights for policy and strategy improvement.

Skills

Project/program management

Customer service

Analytical thinking

Problem-solving

Communication skills

Education

BA/BS degree or equivalent experience

Job description

Responsibilities

About the Team E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Global Moderation Services is part of the GNE organization. Our mission is to deliver trustworthy and excellent experiences for every user of TikTok Shop.

• Lead appeal programs related to enforcement actions taken in CRM tool.
• Adhere to established procedures and guidelines while providing quality and accurate appeal reasoning and decision in order to meet and exceed department standards.
• Support systems that handle incoming queries about policies and appeals, identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service.
• Monitor and analyze appeal trends, promptly escalation critical/ high-risk cases to the relevant team/departments.
• Providing insights and recommendations for policy/ strategy improvement in order to drive effectiveness & efficiencies.
• Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical/relevant work experience.
• 3+ years' working experience in project/program management in a technology field.
• 2+ year's experience with customer service or content moderation appeals.
• Experience handling high profile disputes and escalations, and working cross-functionally to resolve.
• Excellent skills for communicating and relating with both team members and customers.

Preferred Qualifications

• Demonstrates analytical-thinking and high problem-solving skills.
• Familiar with e-commerce compliance requirements and internet governance management.
• Track record in crafting and operationalizing moderation guidelines in the tech industry.
• Eager to learn, proactive and continuous improvement attitude.
• Strong work ethic and ability to work independently and under pressure in a fast-paced environment.

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 are resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for us, our company and well we have not included. 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.