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

　　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.

　　Roles & Responsibilities

　　1. Collaborate with internal and external stakeholders to identify and assess training and development needs aligned with regional business requirements;

　　2. Conduct continuous training and development programs for moderation teams by formulating and facilitating training programs to enhance policy knowledge;

　　3. Identify training opportunities through data analysis and feedback collection, creating customized training plans for individuals and groups;

　　4. Improve existing training materials and methods to increase training efficiency;

　　5. Drive continuous improvement in training-related quality metrics;

　　6. Collaborate with QA, SOP, and Governance teams to ensure alignment of policy guidelines, processes and product features;

　　7. Serve as feedback operations POC, providing structural feedback and support for both internal and external stakeholders.

　　Qualifications

　　1. BA/BS degree or equivalent practical experience.

　　2. 3-5 years experience in quality and training, preferably within Customer Service.

　　3. Eager to learn, initiative taker and problem-solver.

　　4. Excellent written, verbal and interpersonal communication skills.

　　5. Experienced in developing and executing training programs.

　　6. Excellent skills for communicating and relating with both team members and customers.

　　7. Experience in Ecommerce or marketplace platforms is a plus.

　　8. Need to work over time during campaigns and promotional seasons.

　　9. Work comfortably with Microsoft Word and Excel.

　　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.