TikTok LIVE - Global Customer Service Lead, English Speaking
Core
Lead a global customer service team to provide world-class support for customers and creators on the TikTok LIVE platform, ensuring high satisfaction and operational efficiency.
Role type
Senior Customer Service Team Lead
Builds
Real-time interactive live streaming experiences for users and creators
Domain
Social Media / Live Streaming / Customer Experience
Deliverable
dashboards & analysis
Required skills
Team management, performance management, coaching and mentoring, root-cause analysis, OKR setting, trend analysis, stakeholder management, recruitment, process optimization
Preferred skills
Experience in live-streaming or user-generated content platforms, ability to function independently and motivate staff
Technologies
None stated
Responsibilities
Manage team day-to-day operations and provide first-hand support for escalations; Train new hires and teams through intensive coaching; Implement policies to build team morale; Contribute to special projects involving root-cause analysis and service readiness; Establish and monitor OKR goals for direct reports; Conduct trend analyses on customer satisfaction; Manage staff utilization rates and schedule adherence; Develop relationships with clients through cross-team meetings; Optimize processes with Readiness, SOP, QA, and system teams; Lead recruitment for tier 2 openings.
Seniority
Senior, hands-on IC with people management focus
