TikTok LIVE - Global Customer Service Lead
Core
Lead a global customer service team to support creators and users on the TikTok LIVE platform, ensuring high satisfaction and operational excellence.
Role type
Senior Customer Service Team Lead
Builds
Real-time interactive livestreaming experiences for creators and viewers
Domain
Social media / Livestreaming / Customer Experience
Deliverable
dashboards & analysis
Required skills
Team management, performance management, OKR setting, coaching and mentoring, root-cause analysis, trend analysis, process optimization, recruitment, stakeholder relationship management
Preferred skills
Experience in tech/internet/BPO, data-driven problem solving, complex stakeholder influence
Technologies
None stated
Responsibilities
Manage daily team operations and support escalations; Train and mentor new hires; Implement policies to maintain team morale; Analyze customer satisfaction metrics and drive improvement strategies; Monitor team utilization and productivity; Recruit top talent for tier 2 openings; Collaborate with QA, training, and system teams to optimize processes.
Seniority
Senior, hands-on IC with people management focus