Location: Philippines (Direct Hire, Remote)

Type: Full-Time

Reports to: CX / Ecommerce Operations

Role Overview

We are looking for a TikTok Shop CX Specialist to own the end-to-end customer experience for our US and UK TikTok Shop channels. This role goes beyond traditional customer service — you will be responsible for SLA performance, escalations, cross-functional coordination, and continuous CX improvement across TikTok Shop.

You will act as the primary CX owner for TikTok Shop, ensuring customer satisfaction, platform compliance, and seller score protection while partnering closely with Operations, Product, and CX leadership.

Key Responsibilities

TikTok Shop Customer Experience Ownership

Own day-to-day customer support for TikTok Shop across US and UK markets
Respond to customer inquiries via TikTok Shop messaging within SLA requirements
Resolve order issues including delays, refunds, returns, cancellations, and disputes
Handle complex cases and escalations independently
Ensure consistent, brand-aligned communication while following TikTok Shop policies

SLA, Compliance & Seller Score Management

Monitor and maintain TikTok Shop SLA metrics (response time, resolution time)
Protect seller score by proactively managing disputes and unresolved cases
Ensure all responses and resolutions comply with TikTok Shop policies and guidelines
Flag risks that could result in account penalties or performance degradation

Cross-Functional Escalation & Coordination

Escalate product issues, defects, or recurring customer complaints to relevant teams
Partner with Operations and Fulfillment on:
Inventory availability and restock updates
Shipping delays and logistics issues
Oversell or out-of-stock scenarios
Coordinate resolutions across teams to close the loop with customers efficiently

Customer Insight Logging & Reporting

Log and categorize customer feedback, complaints, and product issues
Identify recurring trends impacting refunds, disputes, or customer satisfaction
Share structured insights with CX, Ops, and Product teams
Contribute to root-cause analysis and improvement initiatives

AI Bot, Macros & Automation Management

Own and maintain TikTok Shop macros and canned responses
Update AI bot responses based on real customer inquiries and edge cases
Improve first-contact resolution and response efficiency through automation
Close gaps between creator-led content confusion and customer questions

Qualifications & Experience

Required

2+ years of customer experience support in e-commerce or marketplace environments
Experience handling escalations, disputes, and SLA-driven support
Strong written English with the ability to support US and UK customers
Comfort working with SOPs, macros, and support automation tools
Highly organized, detail-oriented, and comfortable working independently
Ability to communicate clearly with cross-functional teams (Ops, CX, Product)

Preferred

Experience supporting TikTok Shop, Amazon, Shopee, Lazada, or similar marketplaces
Experience maintaining seller performance metrics or marketplace compliance
Familiarity with AI bots or CX automation tools
Experience supporting global or multi-region markets

What Success Looks Like

SLAs consistently met or exceeded
Low dispute and escalation rates
Faster resolution times through optimized macros and automation
Clear, actionable CX insights shared with internal teams