Partner Enablement - Service Account Manager

Responsibilities

About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for a Tier 2 Service Specialist role who is responsible for handling escalations and complex cases within the Customer/Seller/Creator Service team.

1. Service account manager will be responsible for providing timely and accurate operational support to Tiktok sellers.
2. Conduct effective communication with sellers, including early warning communication with risky sellers, promote guidance on platform rules and regulatory, hold improvement sessions with sellers on their fulfillment and service performance.
3. Diagnosis on sellers operational performance, analyze performance data and deep dive on sellers pain point, dig for root cause, with the current product and process to assist the seller solve their problems.
4. Coordinate with cross-functional teams to resolve seller issues, follow-up and make sure close-loop to all escalations.
5. Engage sellers to develop long-term relationships and confidence in TikTok E-commerce.
6. Support ad-hoc projects and initiatives per business needs.

Qualifications

1. BA/BS degree or equivalent practical experience.
2. 2+ years experience in e-Commerce field.
3. Good and effective communication skills internally and externally
4. Data analysis and problem solving skills
5. Proactive and continuous improvement attitude. Self-driven, creative, fast learner
6. Excellent written, verbal and interpersonal communication skills in English & Thai for cross-border collaboration with internal stakeholders and providing operational support to local Thai sellers on TikTok Shop.

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.