Responsibilities About Us
TikTok is the leading destination for short-form mobile video.
Our mission is to inspire creativity and bring joy.
TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us At TikTok, our people are humble, intelligent, compassionate and creative.
We create to inspire - for you, for us, and for more than 1 billion users on our platform.
We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes.
Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility.
Join us and make impact happen with a career at TikTok.
About the Team The Governance and Experience team is a global team responsible for ensuring that our platform provides a safe, welcoming, and enjoyable experience for our Merchants, Creators and our community.
We value user satisfaction and work on policies, rules and systems to ensure quality.
The Service and Experience Team is part of the Governance and Experience organization.
Our mission is to provide world-class service and experience for customers, sellers and creators.
The Service and Experience Team is looking for a Team Supervisor role to manage the Tier 2 team daily operations.
The Team Supervisor, as the people manager of the Tier 2 members, will be responsible for people and performance management, ensuring customer satisfaction through the management and development of Tier 2 staff.
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.
We are open to hiring for this position in Madrid, Spain.
Role & 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/sellers/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 tool projects as assigned or requested by management.Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity and to achieve customer satisfaction.
Monitor OKR progress against established milestones.Conduct trend analyses on customer satisfaction and other core measurements.
Implement strategies to improve future operation results.Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence (manage absenteeism and timecard issues) to make sure the final productivity goals are met.Develop and maintain relationships with clients by attending cross-team / cross-site meetings and responding to client feedback.Work with the internal teams of Governance and Experience to optimize new and existing processes impacting customers/sellers/creators.Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.Work with Recruiting/Staffing teams to identify, interview, and recruit top talents for all tier 2 openings.Qualifications BA/BS degree or equivalent practical experience.2+ years managing teams and 5+ direct reports in Customer Service field.Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment.Ability to function independently and within a team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.Experience in E-commerce or marketplace platform is a plus.Fluency in Spanish and English is a must.TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.
Our platform connects people
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