Tiktok Shop

3 months ago

Kuala Lumpur, Malaysia TikTok Full time

Responsibilities
About Us
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 Team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Moderation Training Program Manager role to focus on policy training and staff knowledge management.

**Responsibilities**:

- Work collaboratively with internal stakeholders to identify training and development needs, identify problems and suggest solutions.
- Develop training sessions based on cross-functions' moderation knowledge necessities.
- Evaluate moderator performance to gauge where knowledge and skills are lacking.
- Work collaboratively with general & SOP teams to produce the training materials and deliver training for moderators and relative parties.
- Measure the effectiveness of training using various feedback methods.
- Identify opportunities to drive improvements on risk mitigation, process streamlining, quality enhancement, and policy localization as well as optimization at scale.
- Work closely with GNE Moderation Lead, QAs and other functions of business to ensure market moderation meets goals and continuous improvement projects.

**Qualifications**:
Minimum Qualification
- Bachelor's degree, education, training or equivalent.
- At least 3 years experience as a trainer.
- Excellent Oral and written skills in English.
- Excellent interpersonal and communication skills.
- Strong problem-solving and conflict management skills and demonstrated multi-task capabilities and ambiguity.

Preferred Qualification
- Proficiency in another SEA language is a plus.
- Excellent organizational skills and can handle business demands under pressure.
- Ability to work in a fast and evolving environment with detail-oriented focus.

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.

LI-Onsite

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