Tiktok Live

Responsibilities About Us TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. Why Join Us At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok. Our Livestream team 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 healthy and objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries. About the Team TikTok Treco has had tremendous growth in recent years and has become a highly demanded space amongst leading Internet companies, and the future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform for LIVE streaming and a better experience for our users. We want passionate and talented people to join our product and operation team. Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users. As part of the LIVE Traffic & Ecosystem team, the Customer Service Experience 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. **Qualifications**: - BA/BS degree or equivalent practical experience. - 2+ years managing teams and 5+ direct reports in the Customer Service field. - Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems. - People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment. - Experienced working for live-streaming / user-generated content platforms is a plus. - Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential. 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