Manage seller and creator enquiries escalated by internal teams (account managers/creator managers and seller support) teams through the oncall ticket system. - Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. - Summarize the Q&A and log in to the knowledge management tool. - Promptly escalate critical/ high-risk cases to the appropriate authority. - Monitor the execution of improvement plans to ensure the Oncall team is meeting all performance-related metrics (e.g. CSAT, SLA). - Coordinate with all cross functional teams/ departments to resolve seller/creator issues, follow-up and make sure close-loop on all escalations. - Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall seller and creator experience. - Identify areas of opportunities to improve performance, work with oncall service and operation leader to develop a comprehensive improvement plan. - Respond to internal and external seller and creator escalations quickly, proficiently and professionally while meeting specific quality expectations. - Adhere to established procedures and guidelines while providing quality seller and creator support in order to meet and exceed department standards. - Create and manage SOPs, enhance Products & Processes, work closely with Operation Product, QA, Education and Policy teams to optimize oncall products/systems, new and existing processes. - Work with the GNE enforcement cross-functional teams to identify collaboration opportunities and share feedback and insights. - Partner with QA & Training Program Manager on training projects strategy, management and operation. - Engage sellers and creators to develop long-term relationships and confidence in TikTok Shop. - Lead and facilitate effective communication between orgs, functions and teams, by building strong partnerships, moving between communication styles, developing clear and transparent communication related to programs and processes. - Support ad-hoc projects and initiatives per business needs. - Help shape strategy and implementation for oncall team readiness plan. Requirements: Minimum Qualifications: - BA/ BS degree or equivalent practical experience. - 3 years' experience in a customer service/customer support environment. - Experience creating the escalation process or handling escalation cases. - Experience building, managing and influencing relationships with internal stakeholders. - Experience driving process and tooling optimization and implementations for customer service or support team. Preferred Qualifications - Using data to generate insights and solve complex problems. - Proactive and continuous improvement attitude. - High problem solving and priority skills. - Experience in eCommerce or marketplace platforms is a plus.