Global E-commerce - Country Service Delivery Lead

Responsibilities

About Us

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including Helo and Resso, as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join Us

Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.

Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.

To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.

Join us.

About The Team

E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Moderation Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators.

We are looking for a country/hub service delivery role to lead a diverse team of service workforce that focuses on supporting our customers and sellers through the whole e-commerce journey, from pre-purchase, purchase, and post-sales.

Roles & Responsibilities

• Lead country or hub level Tier 2 teams, Quality Assurance and Training roles on day-to-day basis and drive continuous improvement together with all internal functions by leveraging all available resources.
• Build and ensure a high performing customer service team that will deliver operational excellence to our end users.
• Define success metric and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.
• Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams.
• Implement best practices, set up process and policies to cover dispute process and make sure service policies are in line with each region's customer demand and regulations.
• Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both user facing processes and agent facing tools and systems.
• Identify training needs and work with all functional teams to deploy training for the tier 2 staff, as well as extending the training to BPO tier 1 to empower the tier 1 teams as appropriate.
  
  

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• Managing global teams and management experience in Customer Service management role.
• Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
• Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.
• Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.
  
  

Preferred Qualifications

• Experience in eCommerce or marketplace platform is a plus.
  
  

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.