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TikTok Shop - Service Resolution SME Lead (KAS) - Thailand

TikTok (Thailand)
TikTok (Thailand) (Bangkok, Bangkok City, Thailand)
Bangkok, Thailand 🇹🇭
TikTok (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

The TikTok Shop - Service Resolution SME Lead (KAS) in Thailand is responsible for managing a team focused on ensuring resolution for cases handled by front-line service teams, while also protecting the platform and enhancing seller satisfaction through effective people and performance management.

Kewajiban

• Manage a Seller Operation Support Specialist Team with 10~15 team members.
• Manage the team on a day-to-day basis and provide 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 sellers 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.

Kualifikasi

• Proven experience in a leadership role within a customer service or operations environment.
• Strong analytical skills and the ability to interpret data to drive decision-making.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment.
• Experience in e-commerce or related fields is a plus.
• Strong problem-solving skills and a proactive approach to challenges.
• Familiarity with performance metrics and management tools.