Responsibilities
About the Team Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. The role is responsible for overseeing overall BPO performance, driving operational excellence and ensuring continuous improvement across processes, tools and people. This includes accountability for key performance metrics such as CSAT, Resolution Rate, Service Level, Handling Time, and Fatal Error, while partnering closely with cross-functional teams to elevate service quality for buyers, sellers and creators. Responsibilities - Own overall BPO performance, ensuring all KPIs and service metrics (CSAT, SLA, AHT, Resolution Rate, Fatal Error, etc.) are consistently met. - Identify performance gaps and partner with the Partner Program Manager and Service Delivery Lead to design and execute structured improvement plans. - Oversee BPO action plans to drive agent performance, ensuring coaching, training, and performance improvement programs are in place, including escalation to corrective action where required. - Monitor long-tail, pending, and on-hold cases to ensure timely resolution and minimize impact on customer experience. - Ensure BPOs have access to accurate dashboards, reports, and raw data to effectively manage agent performance and operations. - Lead regular strategic and operational reviews with BPO leadership to align priorities, track progress, and address risks. - Review escalations from in-house teams and provide comprehensive, data-backed feedback to BPO counterparts. - Collaborate with SOP, QA, Training and System teams to optimize new and existing workflows, ensuring process changes positively impact customer experience. - Collect, share, and follow up on SOP improvement feedback, ensuring timely communication and execution of corrective measures. - Support Partner Operations Managers in addressing bug-related issues reported by BPOs, coordinating cross-functional troubleshooting and on-call escalations. - Partner with internal teams and external stakeholders to identify process improvement opportunities and implement scalable, customer-centric solutions. - Lead the resolution of customer and stakeholder escalations, working cross-functionally to address root causes and prevent recurrence. - Support ad-hoc business initiatives and special projects as required, contributing operational expertise and execution support.
Qualifications
Minimum Qualifications - BA/BS degree or equivalent practical experience. - 4+ years' experience in a customer service environment. - Demonstrates effective, clear and professional written and oral communication. - Experience building, managing and influencing relationships with internal stakeholders. - Using data to generate insights and solve complex problems. Preferred Qualifications - Eager to learn, initiative taker and problem-solver. - High problem solving and priority skills. - Thrives in fast and dynamic environments. - Must be customer service and result-oriented. - Excellent skills for communicating and relating with both team members and customers.
Job Information
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 TikTok, Lemon8, CapCut and Pico 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 ByteDance
Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.
As ByteDancers, 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. 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
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.
