E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Global Moderation Services is part of the GNE organization. Our mission is to deliver trustworthy and excellent experiences for every user of TikTok Shop.
Responsibilities
- Lead appeal programs related to enforcement actions taken in CRM tool.
- Adhere to established procedures and guidelines while providing quality and accurate appeal reasoning and decision in order to meet and exceed department standards.
- Support systems that handle incoming queries about policies and appeals, identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service.
- Monitor and analyze appeal trends, promptly escalate critical/ high-risk cases to the relevant team/departments.
- Providing insights and recommendations for policy/ strategy improvement in order to drive effectiveness & efficiencies.
- Support ad-hoc projects and initiatives per business needs.
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