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TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. The Experience Team is part of the GNE organization with a mission to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is looking for an Aftersales ExperienceLead who owns the end-to-end strategy for creating solutions that helps drive their success, and grows their trust on the platform.
Responsibilities:
- Connect with corporate functional teams and collaborate with regional leadership teams and key market service delivery leaders to provide counsel and guidance on designing aftersale customer experience strategies, which align with global strategies and the latest eCommerce experience trend.
- Act as an advisor to the leadership team providing them a holistic view of their business imperatives, both experience product and customer feedback trends to formulate customer-centric decisions.
- Voice of Customer and seller experience - Be accountable for the customer response and escalation processes for aftersales-related issues to drive down customer contacts. Drive necessary changes to demonstrate commitment and passion for our customers and partners.
- Customer insight - Drive improvements based on aftersales CSAT findings. Do industry research and competitive analysis and share the findings across business teams. Develop spot survey and scenario-based light survey to get an understanding of customers' pain points, identify critical gaps, and list improvement plans.
- Proactively engage Governance and Experience internal functions, such as Service Delivery, Operations, Process, Quality, Training, and SOP to drive improvement efforts.Drive and oversee all aspects of aftersales processes to ensure optimal customer satisfaction.
- Spearhead the development and implementation of innovative solutions to streamline aftersales operations.
- Monitor and report key performance indicators related to aftersales, proposing corrective actions when necessary.
- Proven experience in a leadership role within aftersales or a related field.
- Minimum 8 years of related experience in aftersales, return, refund, etc.
- Strong analytical and problem-solving skills with a focus on customer satisfaction.
- Excellent communication and interpersonal abilities to collaborate effectively with internal teams and external partners.
- Familiarity with data analytics tools and the ability to derive actionable insights.
- Demonstrated success in implementing and improving aftersales processes.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at ecommerce.accommodations@tiktok.com
Job Information
The base salary range for this position in the selected city is $125400 - $229140 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
