TikTok Specialist

Key Responsibilities

TikTok Shop Customer Experience Ownership

• Own day-to-day customer support for TikTok Shop across US and UK markets
• Respond to customer inquiries via TikTok Shop messaging within SLA requirements
• Resolve order issues including delays, refunds, returns, cancellations, and disputes
• Handle complex cases and escalations independently
• Ensure consistent, brand-aligned communication while following TikTok Shop policies

SLA, Compliance & Seller Score Management

• Monitor and maintain TikTok Shop SLA metrics (response time, resolution time)
• Protect seller score by proactively managing disputes and unresolved cases
• Ensure all responses and resolutions comply with TikTok Shop policies and guidelines
• Flag risks that could result in account penalties or performance degradation
• Escalate product issues, defects, or recurring customer complaints to ...