TikTok Shop - Logistics Service Expert - Indonesia

Description

About the Team
Logistics Service Excellence (LSE) is a global team that acts as a bridge between TikTok Shop Logistics teams and Customer Service (CS). We act as subject matter experts for the seller experience on logistics-related issues, partnering with Customer Service (CS) and Logistics teams on initiatives—such as SOPs, training, coaching, and new product launches—to ensure issues are handled correctly and efficiently. From the logistics perspective, we bring buyer and seller insights to our business and product teams and advocate for the best possible user experience on our platform and services.

Responsibilities
- Responsible for improving key service delivery metrics like CSAT and resolution rate by helping establish standard processes; creating SOPs and training; conducting weekly reports and case studies on customer service issues; and developing actionable solutions to enhance service quality and efficiency.
- Act as a liaison between product teams, operations teams, and Customer Service (CS), ensuring seamless integration of policy changes based on customer feedback and operational requirements.
- Experience insight: Responsible for conducting experience insight analysis using customer inquiry data and deep dives into cases, proactively identifying improvement opportunities, and working closely with internal and external stakeholders to improve the logistics experience, with a focus on the seller experience.
- Lead projects: develop plans, facilitate meetings, coordinate cross-functional stakeholders, manage project timelines.
- Escalation processing: Serve as an escalation point for CS on logistics-related issues and create help content and documentation related to our logistics issues and products for our team and CS.

Requirements

Minimum Qualification(s):
- Customer service or experience improvement with extensive program/project management experience in e-commerce/logistics service providers
- Understand the end-to-end logistics process, with experience driving user experience improvement or contact reduction programs/projects and delivering quantifiable results
- Experience working with cross-functional teams, driving alignment with multiple stakeholders and influencing without authority
- Advanced knowledge of working with data and utilizing dashboards to track and analyze trends effectively
- Ability to adapt to ambiguity and quickly changing priorities
- Ability to travel
- Able to speak English fluently

Preferred Qualification(s):
- Ideally interacting with logistics service providers and Customer/Seller Support Operations
- Prior experience in customer service and logistics operations, with a strong understanding of delivery operations
- Experience creating process maps, SOPs, and other supporting documentation
- Experience working in a large international organization with a diverse workforce
- Experience managing relationships with stakeholders