TikTok LIVE - Global Customer Service Lead

Description

About the Team
The 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. Livestream provides users with a unique consumption experience and further generalizes content. It is also a new way of employment to provide more direct fan interaction and deepen relationships with authors; It provides objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries.

As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators. The Team Lead will act as the people manager of the and will be responsible for people and performance management, ensure customer satisfaction through the management and development of team members. Key responsibilities of this role include enhancing agent technical expertise and delivery of timely customer care, proactively identifying trends impacting customers and clients, and driving business improvements.

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 / teams 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 working 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 projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
- Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity, and to 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, team productivity, and schedule adherence (manage absenteeism and timecard issues) to ensure the final productivity goals are met.
- Develop and maintain relationships with clients by attending cross-team / cross-site 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 the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
- Work with Recruiting / Staffing teams to identify, interview, and recruit top talents for all tier 2 openings.

Requirements

Minimum Qualification(s):
- BA/BS degree
- 7+ years managing teams and 5+ direct reports in the Customer Service field.
- 3+ years of experience in livestreaming and user-generated content platforms

Preferred Qualification(s):
- Experience working in tech / internet / BPO organisations
- Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.