Customer Service Operation Lead - Global Payment

1 Week ago • 3 Years + • Operations

Job Summary

Job Description

ByteDance seeks a Customer Service Operation Lead for its Global Payment team in Europe and the UK. This role involves managing and overseeing customer service functions across EU/UK/LATAM, coaching teams to meet efficiency and satisfaction targets, managing third-party vendors, collaborating with internal teams, and developing operational reporting. Responsibilities include ensuring operational resilience, working with customer insights, and building strong relationships. The ideal candidate has 3+ years of operational leadership experience in e-commerce or payment services, strong leadership and communication skills, and the ability to adapt to new developments in the industry.
Must have:
  • 3+ years operational leadership experience
  • E-commerce or payment services understanding
  • Strong leadership, communication & people management skills
  • Manage customer service functions EU/UK/LATAM
  • Manage third-party vendors & operational reporting
Good to have:
  • Experience in banking, FinTech, or payments
  • Ability to handle ambiguity and collaborate globally
  • Comfortable communicating with executives and technical teams
  • Staff and contractor motivation skills

Job Details

Responsibilities
Team Introduction The Global Payment team of ByteDance provides payment solutions - including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on to ensure that our users have a smooth and secure payment experience on ByteDance platforms including TikTok. We are seeking a Customer Service Operation Lead to join a fast-moving operations team of Global Payments in Europe and the UK, reporting directly to the COO for UK & Europe. The role will be responsible for establishing an effective and efficient operation, including day to day management and oversight of in-house and outsourced services. Responsibilities - Management and oversight of Customer Service functions of EU/UK/LATAM - Coaching the team to grow the service capability, achieve required efficiency, quality and service satisfaction targets - Manage the relationship with third-party outsourcing vendors, to achieve core-metrics and costs - Working closely with upstream business service teams to build collaboration and trust - Work with customer insight teams to drive improved payment experiences - Develop required Operational Reporting and provide insight to upstream and downstream stakeholders - Ensuring the operations function meets its resilience requirements, including regular BCP planning and testing.
Qualifications
Minimum Qualifications - 3+ years experience in an operational leadership role - An understanding of E-commerce or payment services - High degree of integrity and trustworthiness and the ability to lead and inspire change - Effective Leadership, Communication and People Management skills - Demonstrated ability to quickly assimilate new knowledge and remain current on new developments in regulations and industry knowledge. Preferred Qualifications - In-depth experience managing operations in a bank, E-commerce, FinTech or payment related industry - Be able to handle ambiguity and collaborate with a global team - Be comfortable communicating with business executives and technical teams - Be able to motivate staff and contractors.
Job Information
About Us

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join ByteDance

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are 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 enrich life - a mission we work towards every day.

As ByteDancers, 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. 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

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.

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