TikTok LIVE - Global Customer Service Lead

About this role

Responsibilities About the Team The Livestream Team is committed to creating real-time interactive scenes, As a new form of content, Livestream creates value for all parties in the ecology. Livestream provides users with a unique consumption experience and further generalizes content. It is also a new way of employment to provide more direct fan interaction and deepen relationships with authors; It provides objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries. As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators. The Team Lead will act as the people manager of the and will be responsible for people and performance management, ensure customer satisfaction through the management and development of team members. Key responsibilities of this role include enhancing agent technical expertise and delivery of timely customer care, proactively identifying trends impacting customers and clients, and driving business improvements. Roles & Responsibilities - Manage the team on a day-to-day basis and provide first-hand support to team internal escalations. - Work with internal Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting customers/creators by working with team, peers, and management. - Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements. - Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management. - Actively manage direct reports, including

Skills

• Customer Service
• Customer Support
• UK