Global Customer Experience Manager

4 days ago


Dublin, Dublin City, Ireland TikTok Full time

Job Summary

TikTok is seeking an experienced Senior Team Lead to join our Live Platform Trust and Experience team. As a key member of the team, you will be responsible for delivering exceptional customer service and experience while driving business improvements.

You will lead a team of customer service professionals, providing guidance, coaching, and mentoring to help them succeed in their roles. Your expertise will be essential in enhancing agent technical expertise, delivering timely customer care, and proactively identifying trends impacting customers and clients.

  1. Lead a High-Performing Team: Manage a team of customer service professionals, providing leadership, guidance, and support to help them achieve their goals.
  2. Drive Business Improvements: Proactively identify trends impacting customers and clients, and drive business improvements through data-driven insights and effective problem-solving.
  3. Develop Talent: Actively manage direct reports, including establishing OKR goals for teams, providing feedback, and coaching them to improve service quality, increase productivity, and achieve customer satisfaction.
  4. Foster Collaboration: Work collaboratively with cross-functional teams, including Quality Monitoring and Training teams, to deliver exceptional customer experiences.

Requirements

Minimum Qualifications:

  1. Bachelor's degree or equivalent practical experience.
  2. 2+ years managing teams and 5+ direct reports in the Customer Service field.


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