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, with offices in New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.Why Join UsCreation is the core of TikTok's purpose. Our products are built to help imaginations thrive. Together, we inspire creativity and enrich life.About the TeamThe Livestream Team is committed to creating real-time interactive scenes. As a new form of content, Livestream creates value for all parties in the ecology, providing users with a unique consumption experience and promoting content exclusivity.The livestream industry has seen tremendous growth and is a key growth driver for TikTok's global business. As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators.Roles & Responsibilities 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 through intensive coaching and mentoring.Ensure the team is fully trained and prepared to conduct the responsibilities of their role.Proactively identify and resolve issues impacting customers/creators by collaborating with team, peers, and management.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 root-cause analysis of weak performance metrics and service readiness projects.Actively manage direct reports, establishing OKR goals, providing feedback, and coaching them to improve service quality and achieve customer satisfaction.Monitor OKR progress against established milestones.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, productivity, and schedule adherence.Develop and maintain relationships with clients by attending cross-team 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 regular reviews with teams and internal stakeholders.Work with Recruiting/Staffing teams to identify, interview, and recruit top talents for all tier 2 openings.Qualifications Minimum Qualifications:BA/BS degree or equivalent practical experience.2+ years managing teams and 5+ direct reports in the Customer Service field.Proficiency in English for effective communication with external customers.Experience building, managing, and influencing relationships with internal stakeholders.Preferred Qualifications:Experience working for live-streaming/user-generated content platforms.Ability to function independently and within a team environment, with a track record in motivating and coaching staff.TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our mission#J-18808-Ljbffr