E-Commerce - Oncall Service SME (US Market)

About ByteDance Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok and Helo 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 Us Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve. Join us. ByteDance is a part of a global internet technology group operating a range of content platforms, including TikTok, that inform, educate, entertain and inspire people across languages, cultures and geographies. About 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 Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. Responsibilities Core : 1. Manage seller/creator enquiries escalated via internal Operations Account/Creator Managers; 2. Manage auto-routing to ensure the right point-of-contact is documented in our system. Chase the POCs to solve the issues, monitor the POCs' performance and improve their service quality; 3. Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service; 4. Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards; 5. Be a problem solver, total ownership if issues are not resolved, then working with our process team defines a strategy to resolve the gaps; 6. Promptly escalate critical/high-risk cases to the appropriate authority; 7. Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations; 8. Support our sales and Business Operation team, educate the Account/Creator Managers through sharing top issues and data/feedback insights to improve seller and creator experience; Coordinate with them to coach sellers and creators; 9. Work closely with cross-functional teams to efficiently solve customer concerns. Ensure thorough follow-up and closure on all escalations to maintain a closed-loop process; 10. Track and attain individual and team OKRs (Objectives and Key Results) along with core team performance KPIs (Key Performance Indicators). Additional: 1. Develop, implement, and monitor projects aimed at enhancing the internal customer experience; 2. Identify the most frequently asked questions (FAQs) and enhance our technology self-help tool to empower our internal customers to find solutions independently; 3. Collaborate with the Escalation Program Manager to identify ongoing issues and prevent recurring complaints, thereby decreasing escalation rates and enhancing operational processes to elevate the overall customer experience; 4. Collaborate with the Training Program Manager to become a domain expert, enabling you to effectively address a wider range of issues; 5. Engage with sellers and creators to cultivate lasting relationships and instill confidence in our E-commerce platform.

Minimum Qualifications 1. Bachelor degree or above, with over 3 years of relevant working experience in dealing with crisis issues; 2. Understand the law and understand the mechanism of crisis management, previous experience in customer success/escalation role, SOP design and PR experience preferred; 3. Strong understanding of the processes, working knowledge of call center operations; 4. Experience in business, financial or statistical analysis; 5. Good written and verbal communication skills in English Preferred Qualifications 1. 2+ years experience in business analysis and reporting management within Customer Service; 2. Experience in E-Commerce platforms in the relevant region; 3. Experience in chatbot optimisation; 4. Proven experience in data analysis, particularly in conducting root cause analysis. 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.