Shop - Angel Oncall Team Lead

Responsibilities

• Manage a team of Oncall Service SMEs
• Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements;
• Work with QA/Training Program Manager to train new hires / teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting sellers by working with team, peers, and management;
• Work with Escalation Program Manager to manage escalation cases, look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall customer experience;
• Establishing OKR team goals aligned with SSC and GNE ensuring regular monitoring progress against established milestones. Provide regular feedback, performance coaching, maintain productivity and achieve all customer metrics;
• Identify team performance opportunities to coach and support individual contributors performance outputs to meet expectations.

• Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease; you will be collaborating extensively with partner teams and directly present to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to the team's operations
• BA/BS degree or equivalent practical experience
• 5+ years in management in oncall service, customer service and seller success fields
• Experience in program management and ability to manage large, complex programs and drive change
• Experiences in building, managing and influencing relationships with stakeholders, using data to generate insights and solving complex problems
• Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment
• Ability to function independently and within team environment with demonstrated tracking records in motivating and coaching staff to maximize their individual potentials

• Experience in eCommerce or marketplace platforms is a plus
• Advanced degree preferred

Tik Tok is the leading destination for short-form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok'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.

Inspiring creativity is at the core of Tik Tok'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're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless.

Join us.

Tik Tok 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 Tik Tok, 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.

Tik Tok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable…