Commerce- Escalation Program Manager

Responsibilities
ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok.
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**:
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users but also partners and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure, and intuitive for our users.
**Role & Responsibilities**:

- Manage customer/partner/creator inquiries escalated by BPO teams in the CRM tool.
- Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
- Promptly escalate critical/ high-risk cases to the appropriate authority.
- Coordinate with other teams/ departments to resolve customer issues, follow-up, and make sure close-loop to all escalations.
- Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process, and improve overall customer experience.
- Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
- Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
- Support ad-hoc projects and initiatives per business needs.

**Qualifications**:
**Minimum Qualifications**:

- Bachelor's Degree in business administration, project management or equivalent practical experience.
- Fluency in English is required for the role.
- 3 years of experience in a customer service/customer support role.
- Proven experience in leading process and tooling optimization and implementations for customer service or support teams.
- Proven experience in building, managing, and influencing relationships with internal and external stakeholders.

**Preferred Qualifications**:

- Master's degree in business administration or related field.
- Ability to manage and prioritize multiple requests, ensuring timely completion and alignment with business objectives.
- Eager to learn, initiative taker, and problem-solver.
- Excellent analytical, leadership, organizational, stakeholder management, and problem-solving skills.
- Self-motivated and able to thrive in ambiguity and a matrix environment.

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.