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
Compensation
- USD $4.50–$7.00 per hour, depending on experience
- Direct hire with long-term growth opportunity
