E-Commerce Customer Service Tier 2 Team Supervisor

TikTok (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

TikTok is the world's leading destination for short-form video. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Our employees lead with curiosity, and move at the speed of culture. Combined with our company's flat structure, you'll be given dynamic opportunities to make a real impact on a rapidly expanding company as you grow your career. We have offices across Asia Pacific, the Middle East, Europe, and the Americas – and we're just getting started.

Detail posisi

E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators. The Service and Experience Team (SET) is looking for a Team Supervisor to manage the Tier 2 team daily operations, focusing on people and performance management to ensure customer satisfaction.

Kewajiban

• Manage the team on day-to-day basis and provide the first hand support to team internal escalations.
• Work with internal Quality Monitoring and Training teams 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 customers/sellers/creators by working with team, peers, and management.
• Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
• Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
• Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity and to achieve customer satisfaction. Monitor OKR progress against established milestones.
• Conduct trend analyses on customer satisfaction and other core measurements. Implement strategies to improve future operation results.
• Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence (manage absenteeism and timecard issues) to make sure the final productivity goals are met.
• Develop and maintain relationships with clients by attending cross-team / cross-site meetings and responding to client feedback.
• Work with the Readiness, SOP, QA, Training and System teams to optimize new and existing processes impacting customers/sellers/creators.
• Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
• Work with Recruiting / Staffing teams to identify, interview, and recruit top talents for all tier 2 openings.

Kualifikasi

• BA/BS degree or equivalent practical experience.
• 2+ years managing teams and 5+ direct reports in Customer Service field.
• Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.
• People-oriented, self-motivated.