TikTok Shop - Oncall Service SME

ResponsibilitiesAbout the team Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.Oncall Service SME is responsible for ensuring our automation routes internal-customers to the right internal team, to resolve their query. In the event that the tool does not route correctly, or the issue is not resolved, you will analyse both rooting & resolution root-cause problems to define a recovery plan.How the Role contributes to our Mission: To support our global teams 24x7x365 in ensuring they can have access to the right teams to address/resolve an issue, ensures we put our customers first.Responsibilities- Define, build, implement and monitor projects that increase internal-customer experience.- Monitor auto-routing to ensure the right point-of-contact is documented in our system.- Identify the most common FAQ's and improve our technology self-help tool so we enable our internal customers to self-serve.- Root-cause analysis for ineffective rooting, define a recovery plan and implement.- Total ownership if issues is not resolved, then working with our process team defines a strategy to resolve the gaps.QualificationsMinimum Qualifications- Bachelor degree or above, with over 1+ years of relevant working experience in dealing with crisis issues.- Understand the law and understand the mechanism of crisis management. Previous experience in customer success/escalation role, SOP design and PR experience preferred. - Strong understanding of the processes, working knowledge of call center operations.- Experience in business, financial or statistical analysis.Preferred Qualifications- Experience in eCommerce or marketplace platforms is a plus.- Proven experience in data analysis, particularly in conducting root cause analysis.About TikTokTikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok'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.​Why Join UsInspiring creativity is at the core of TikTok'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.​​Diversity & Inclusion​TikTok 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 TikTok, 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.​