TikTok Shop - Escalation Program Manager

About the Team:TikTok E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our uses, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. The Service Support Center 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 an Escalation Program Manager role who is responsible for handling escalations and complex cases for the AMER Oncall Service and Operation team. Roles & Responsibilities:
- 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 manage...