TikTok Shop – Logistics Service Account Management Team Lead

Overview

As Team Lead for Logistics Support, you will guide a team of agents delivering written guidance to top TikTok sellers on logistics matters. You’ll coordinate with logistics and cross-functional groups to resolve seller issues within SLAs and address escalations to reduce recurrences. You’ll leverage internal tools to educate sellers and consolidate data for insights. You’ll translate pain points into product, UI, or process changes and coach outsourced agents to ensure top-tier support. This is a pivotal role for scaling TikTok Commerce logistics globally with a customer-focused impact.

Responsibilities

• Lead a team of agents delivering written logistics guidance to top sellers to ensure high satisfaction
• Coordinate with logistics and cross-functional teams to resolve seller issues within SLAs
• Handle escalations within target resolution times, identify root causes and drive preventive improvements
• Utilize internal tools to answer queries and educate sellers, perform ad hoc data consolidation
• Provide case studies and summarize pain points to inform product/UI, strategy, and compensation decisions
• Provide feedback, training and QA to outsourced agents to ensure front-line teams deliver high-quality resolutions

Key requirements

• Excellent digital written communication skills
• Experience in customer service and/or handling escalations
• Comfortable with a fast-paced environment
• Mandarin speaker to communicate with top Chinese merchants from mainland China

• Problem solving
• High attention to detail
• Ownership mindset
• Adaptability
• Tech savvy; comfortable using new tools with limited instructions
• Strong understanding of ecommerce shipping and warehousing

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