TikTok LIVE - Global Customer Service Lead, English Speaking

The Livestream Team is committed to creating real-time interactive scenes, and as a new form of content, Livestream creates value for all parties in the ecology. As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators.

Requirements

• 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.
• 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.
• 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 ensure 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.