Our Governance and Experience (GNE) team is dedicated to building a safe, reliable, and high-quality commerce ecosystem for our users, sellers, creators, and partners. We develop the policies, systems, and experiences that ensure trust, drive excellence, and uphold our commitment to user satisfaction. Within GNE, our Service Support Centre (SSC) provides exceptional customer service to internal stakeholders across the commerce business. Weāre currently seeking an OnCall Escalation Specialist to join our teamāsomeone who thrives in fast-paced environments and is passionate about driving resolution for high-impact issues. In this role, youāll manage and respond to escalations from internal teams, playing a key part in ensuring operational continuity and stakeholder confidence.
Role and Responsibilities
Experience Recovery: Proactively monitor unresolved internal issues, take ownership, and collaborate with cross-functional teams to drive timely and effective solutions.
Help Desk Resolution: Oversee and manage internal support requests, resolving issues independently when possible, and escalating to appropriate teams to ensure swift resolution.
Root Cause Analysis: Investigate underlying causes of recurring issues, partnering with Global Product, Policy, and Process teams to implement long-term fixes and prevent recurrence.
Single Point of Contact: Serve as the primary liaison for Business Account Managers, owning escalations end-to-end to ensure timely resolution and stakeholder satisfaction.
Stakeholder Relationship Management: Develop and maintain strong relationships with internal teams (e.g., Business Ops, Governance), and establish engagement strategies that foster collaboration and alignment.
Team Training & Coaching: Collaborate with QA and operations leadership to support onboarding of new hires and provide ongoing coaching to improve team effectiveness.
Performance Reviews & Insights: Lead regular reviews (weekly, monthly, bi-monthly) with internal teams and stakeholders, analyzing data to uncover gaps, track trends, and drive continuous improvement.
Qualifications
Minimum Qualifications
Bachelor's degree or equivalent practical experience
Up to 3 years experience in business analysis and reporting, ideally within a customer service environment
Preferred Qualifications
Experience working with commerce or marketplace platforms
Familiarity with ticketing systems such as Zendesk
Strong analytical skills with a proven ability to conduct root cause analysis
Self-starter with the ability to work independently and collaboratively in a fast-paced environment
Bilingual proficiency in Mandarin or Spanish to facilitate effective communication with our tech teams in China and customer service teams in Spanish-speaking regions, ensuring quick resolution and seamless collaboration across global operations
The base salary range for this position in the selected city is $77968 - $101333 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidateās qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
Exercising sound judgment.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect ā and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request