Customer Service Solution Manager - Premium User & Creator Support

Join TikTok as a Customer Service Solution Manager and be at the forefront of delivering world-class support to our global community of users and creators. Based in the vibrant island of Bali, you’ll lead a dynamic team dedicated to enhancing user and creator experiences. In this role, you'll work closely with our support team to identify and implement innovative solutions that address customer needs and improve our service standards.

As a Customer Service Solution Manager at TikTok, you will be responsible for overseeing the development and execution of strategies that enhance customer satisfaction and loyalty. You'll collaborate with cross-functional teams to ensure seamless integration of support solutions, leveraging tools like Zendesk, Salesforce, and internal CRM systems. With a focus on continuous improvement, you'll drive initiatives to reduce response times, increase resolution rates, and elevate the overall quality of our support services.

If you're passionate about customer service and have a proven track record of leading high-performing teams, this is your opportunity to make a significant impact. Join us in Bali and be part of a global company that values innovation, creativity, and excellence.

📋 Tanggung Jawab Pekerjaan

• Lead and manage a team of customer service representatives, ensuring high standards of customer support.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Collaborate with product and engineering teams to identify and address customer pain points.
• Monitor and analyze customer feedback and support metrics to identify trends and areas for improvement.
• Train and develop team members to enhance their skills and knowledge.
• Ensure compliance with company policies and industry regulations.
• Work closely with the marketing team to promote customer service initiatives and campaigns.
• Stay updated with the latest industry trends and best practices in customer service.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum of 5 years of experience in customer service management, with a proven track record of leading teams to success.
• Strong understanding of customer service best practices and industry standards.
• Excellent communication and interpersonal skills.
• Proficiency in English, both written and spoken.
• Experience with CRM systems such as Zendesk, Salesforce, or similar tools.
• Ability to work in a fast-paced, dynamic environment.
• Strong problem-solving and decision-making skills.

🛠️ Keahlian

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