Voice Customer; VoC) Escalation Specialist - USDS

Responsibilities

Team intro E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards.

The Service and Support Center (SSC), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.

The VoC Escalation SME is responsible for managing high-stakes customer issues while simultaneously serving as a primary source of business intelligence. You will own the end-to-end resolution of executive and high-risk escalations. Beyond the "fix," you will diagnose the root cause of these failures, using data to advocate for systemic changes in product, policy, and payments to protect the integrity of the Tik Tok Shop marketplace.

Key Responsibilities:

• Manage the lifecycle of executive-level and high risk escalations for buyers, sellers, and creators, ensuring a white-glove experience.
• Monitor and respond to social sentiment and marketplace signals to identify high-risk emerging issues—such as payment disruptions or creator friction that threaten brand reputation and marketplace trust.
• Perform a "5-Whys" analysis to identify whether the failure was a technical bug, a policy gap, or a training issue.
• Aggregate qualitative data from escalations to identify emerging "pain points" (e.g., shipping logistics friction or buyer-concession abuse).
• Regularly present "Voice of the Customer" reports to cross-functional and leadership teams to influence the experience roadmap.
• Analyze refund and compensation patterns to identify potential "Buyer Abuse" or fraud, working with cross-functional teams to tighten SOPs.
• Identify and bridge friction points in the buyer, seller, and creator journeys to accelerate issue resolution and deepen platform integrity.

Minimum Qualifications:

• 3+ years in a high-volume Contact Center, Customer Service, or Marketplace environment.
• Proficiency in data tools (Excel, Tableau, or SQL) to interpret complex datasets and find the "needle in the haystack."
• Proven track record of de-escalating high-profile users with empathy and professional authority.
• Ability to move from "How do I solve this one ticket?" to "How do I fix this for 1 million users?"

Preferred Qualifications:

• Understanding of the dynamics between Buyers, Sellers, and Creators is a significant plus.

Compensation Description (Annually)

The base salary range for this position in the selected city is $83600 - $192534 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates: