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TikTok Shop- Escalation Program Manager
TikTok
Seattle, WA
Category
Customer Service
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Job Description
The Escalation Program Manager will be responsible for handling escalations and complex cases for the AMER Oncall Service and Operation team. The role will require managing seller and creator enquiries, identifying root causes, and providing resolutions to deliver excellent service.
Requirements
Manage seller and creator enquiries escalated by internal teams
Identify root causes and provide resolutions
Summarize Q&A and log in knowledge management tool
Promptly escalate critical/high-risk cases
Monitor execution of improvement plans
Coordinate with cross-functional teams to resolve issues
Respond to internal and external escalations
Adhere to established procedures and guidelines
Create and manage SOPs, enhance products and processes
Partner with QA & Training Program Manager
Engage sellers and creators to develop long-term relationships
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