TikTok LIVE - Global Customer Service Support Lead

TikTok

  • Kuala Lumpur
  • Permanent
  • Full-time
  • 1 month ago
The Livestream Team is committed to creating real-time interactive scenes, As a new form of content, Livestream creates value for all parties in the ecology. Livestream 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 also serves as a "new infrastructure" for expanding ecological boundaries.As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators. The Team Lead will act as the people manager 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 support staff technical expertise and delivery of timely customer care, proactively identifying trends impacting customers and clients, and driving business improvements.Roles & Responsibilities
- Managing a team of support staff within the wider customer service team. Develop and implement quality policies, procedures and guidelines to ensure consistency and adherence to quality standard across all departments and functions.
- Implement quality assurance processes and methodologies to prevent errors, and deviations from quality standards.
- Fostering a culture of continuous improvement by encouraging employees to identify opportunity for process optimization, efficiency gains, and quality enhancement.
- Collect and analyze customer feedback to identify areas for improvement and address customer concerns promptly consistently meet or exceed customer expectation.
- Establish quality criteria for vendors, conduct audits and evaluation, and collaborate with vendors to ensure they meet quality requirement and deliver high-quality services.
- Integrate voice of customer (CSAT, DSAT, Reviews) into QA process to gain insights into customer perceptions and expectations.
- Build metrics and implement mechanism to monitor and analyze customer experience related performance, such as CSAT, FCR, AHT and contact reason analysis.
- Ensure departmental SOPs are documented accurately and SOPs up to date. Monitors metrics and drives efficiency / improvements based on trends and observations.
- Work closely with other departments (i.e., Finance, BD, and Marketing) and to identify opportunities for better work efficiency.
- Coordinates and implements mid to large-scale projects of varying complexity.To work with Business Unit leadership to constantly drive Operational Excellent. i.e., improvement from People/ Process/ system.
- Provide training and guidance to subordinates on the interpretation of procedures, applicable regulations, and prioritization of workload.
- Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
- Address team disciplinary and/or performance issues if any; provide corrective decision / action as required.Qualifications:Minimum Qualifications:
- Bachelor's degree in Business, Operations Management, or related field, or equivalent relevant experience.
- 3+ years of experience in workforce management, preferably in high-volume content moderation or customer support environments.
- Strong analytical skills and the ability to interpret data, identify trends, and make data-driven decisions.
- Must possess English speaking proficiency.
- Familiarity with workforce optimisation tools and software.
- Excellent leadership skills with an ability to manage teams, foster collaboration, and drive performance.Preferred qualifications:
- Exceptional organizational skills with the ability to manage multiple tasks and meet strict deadlines.
- Resilience and adaptability in a fast-paced, dynamic environment.
- Exceptional communication skills, both written and spoken, with the ability to simplify complex information.
- Proficiency in Microsoft Excel or similar tools for data analysis and reporting.

TikTok