Responsibilities
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for users and partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us to build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of the GNE organization, the Service Support Centre (SSC) delivers Customer Service to Buyers, Partners and internal users. Within SSC, the Seller Partner Growth (SPG) team focuses on the growth of selling partners. We are looking for a Service Category Associate responsible for the health and performance of selling partners for a defined set of categories through effective leveraging of outsourced and in-house resources. You will partner closely with the Account Management team to ensure sellers in your responsible category have a frictionless experience and their growth aligns with Account-Management OKR goals.
* Selling Partner Growth
o Ensure our selling partners have a seamless experience getting onto and using the platform, ramping up quickly, and continuously growing on the platform.
o Monitor the operational health and performance of selling partners under your responsible category and direct outsourced resources to proactively address risks which may block seller growth.
o Collaborate with Account Managers, design targeted and tailored outreach (coaching and education) to improve seller performance and unblock revenue potential.
o Ensure effective outsourced agent communication and engagement with selling partners, including early warning communication with risky partners.
o Promote guidance on platform rules and regulations, and hold improvement sessions with sellers on their fulfillment and support performance.
* Outsourced Operational Performance
o Address outsourced-agent quality or compliance issues raised by Account Managers, ensuring front-line outsource teams deliver best-in-class quality experience and resolution—meeting the Partners' expectations.
o Align effective training and quality frameworks to ensure outsourced teams understand the process and product to provide clear support to selling partners.
* Processes & Improvement
o Identify new process opportunities that can help selling partners reduce violations, increase educational content visibility and campaign qualifications.
o Identify process gaps that prevent Outsource from self-solving partner issues, avoid transfer escalations, and refine with cross-functional collaboration to enable Outsource to self-solve future case types.
o Work with escalation from selling partners or Account Managers. Resolve issues within target service level, identify root cause, and implement changes to address root causes to prevent future escalations of this case type.
Qualifications
Minimum Qualifications
* Bachelor's degree or equivalent practical experience required.
* Experience in a Sales, Account Management, or Customer Success role.
* Experience working with third-party agency or Partners.
Preferred Qualifications
* Commercial thinking. Ownership mindset.
* Project management experience.
About TikTok
TikTok 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, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We\'re resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok 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 TikTok, our mission is to inspire creativity and bring joy. 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.
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