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.

　　Description

　　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 Training PM role to be responsible for maintaining an effective training process within the service delivery team.

　　Roles & Responsibilities

　　- Implement clear overall quality strategy with scalable processes, tools and systems that allow efficient monitoring of performance versus target.

　　- Research and understand customer expectations and needs to drive their satisfaction.

　　- Identify and develop individualized and group training plans to address varying needs.

　　- Effectively communicate updates and developments with team members, trainers and management.

　　- Produce statistical reports and insights on training performance.

　　- Calibrate and certify Inhouse and Outsource trainers and subject matter experts.

　　- Conducts continuous training and development programs for the trainees by formulating and facilitating training programs to enhance product knowledge and customer service skills.

　　- Develops curriculum to support classroom training and alternative training.

　　- Provides feedback on existing curriculum for training improvements.

　　- Prepares training booklets, administer tests and role-plays, as well as complete daily reports on your training experience.

　　Qualifications

　　- BA/BS degree or equivalent practical experience.

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

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

　　- Excellent written, verbal and interpersonal communication skills.

　　- Experienced in developing and executing training programs.

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

　　- Good written and verbal communication skills.

　　- Experience in eCommerce or marketplace platforms is a plus.

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

　　- 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.

　　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 [email protected].

　　Job Information

　　[For Pay Transparency] Compensation Description (annually)

　　The base salary range for this position in the selected city is $83600 - $139333 annually.

　　Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

　　Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

　　We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

　　Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

　　We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.