Service Account Manager - Austin

Responsibilities
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
---
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
---
About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.
---
About the team
Global E-Commerce-US Operations-SMB-MET is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service Account Manager Team (SAM) is part of the US Ops organization. Our mission is to provide world-class service and experience for customers, merchants and creators. SAM agents are responsible for onboarding sellers, handling escalations and complex cases within the Customer/Seller/Creator Service team, and working directly with Cross Functional Partners.
---
Responsibilities

• Manage customer/seller/creator inquiries
• Identify root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service.
• Promptly escalate critical/ high-risk cases to the appropriate authority.
• Coordinate with other teams/departments for issue resolution; follow-up on all escalations
• Adhere to established procedures and guidelines while providing quality customer service.
• Identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
• Respond to internal and external customer escalations promptly, proficiently and professionally while meeting specific quality expectations.
• Engage sellers to develop long-term relationships and confidence in TikTok E-Commerce.
• Support ad-hoc projects and initiatives per business needs.
• Work with cross functional teams to proactively identify and resolve seller-related issues"

Qualifications
Minimum Qualifications
BA/BS degree or equivalent practical experience

• Minimum of 2 years' experience in a customer service environment
• Effective, clear, and professional written and oral communication skills
• Initiative taker, problem-solver, and an eagerness to learn
• Proactive and continuous improvement attitude
• Thrives in fast and fast-paced environments; has a sense of urgency
• Support business in shifts as needed for the business
• Meticulous and organized
• Customer service and results-oriented to handle disputes and emergencies
• Excellent skills for communicating and relating with both team members and customers
• Works comfortably with Microsoft Word and Excel

---
Preferred Qualifications

• Experience in e-commerce or marketplace platforms is a plus

---
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.
---
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at ecommerce.accommodations@tiktok.com
---

#LI-Onsite