TikTok LIVE – Global Customer Service Lead

Overview

As Team Lead for the Service Excellence group within the LIVE Platform Trust and Experience, you drive people and performance to deliver outstanding customer care for creators and users. You’ll mold a high-performing team through coaching, training, and process improvements while partnering with cross-functional stakeholders to ensure satisfaction and operational readiness. You’ll lead trend analyses, OKR setting, and initiatives that raise service quality and productivity at scale. This is a chance to shape trusted experiences in a fast-growing livestream ecosystem.

Responsibilities

• Manage day-to-day team operations and provide first-hand support for escalations
• Coach and train new hires with internal Quality Monitoring and Training teams to ensure readiness
• Implement policies to foster a positive work environment and recognize achievement
• Contribute to strategic projects including root-cause analyses and service readiness/tools initiatives
• Set and monitor OKRs for teams, mentor for service quality and productivity improvements
• Perform trend analyses on customer satisfaction and core metrics to drive improvements
• Monitor utilization, productivity, and adherence to schedules to meet productivity goals
• Build relationships with clients through cross-team/cross-site meetings and feedback responses
• Collaborate with Readiness, SOP, QA, training, and system teams to optimize processes impacting customers/sellers/creators
• Oversee regular reviews with teams and stakeholders; support recruiting for tier 2 openings

Key requirements

• 7+ years of people management experience
• 5+ direct reports in Customer Service
• 3+ years of experience in livestreaming and user-generated content platforms
• BA/BS degree
• experience working with cross-functional teams and data-driven problem solving

• leadership and people management
• coaching and mentoring
• stakeholder management
• quality monitoring and training coordination
• OKR setting and tracking
• trend analysis and metrics interpretation

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