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TikTok · 18 hours ago

TikTok Shop - Angel Oncall Team Lead

Seattle, WA

Full-time

Onsite

Senior Level

$125K/yr - $236K/yr

5+ years exp

TikTok is the leading destination for short-form mobile video. The Angel Oncall Team Lead will manage oncall team operations, ensuring a safe and trustworthy marketplace while driving continuous improvement in collaboration with cross-functional teams.

Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo

H1B Sponsor Likely

Responsibilities

Manage a team of Oncall Service SMEs

Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements

Work with QA/Training Program Manager 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 sellers by working with team, peers, and management

Work with Escalation Program Manager to manage escalation cases, look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall customer experience

Establishing OKR team goals aligned with SSC and GNE ensuring regular monitoring progress against established milestones. Provide regular feedback, performance coaching, maintain productivity and achieve all customer metrics

Identify team performance opportunities to coach and support individual contributors performance outputs to meet expectations

Qualification

Management experienceFluency in MandarinFluency in EnglishProgram managementStakeholder relationship managementCoachingLeadershipProblem solvingSelf-motivatedTeam collaboration

Required

Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease; you will be collaborating extensively with partner teams and directly present to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to the team's operations

BA/BS degree or equivalent practical experience

5+ years in management in oncall service, customer service and seller success fields

Experience in program management and ability to manage large, complex programs and drive change

Experiences in building, managing and influencing relationships with 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 tracking records in motivating and coaching staff to maximize their individual potentials

Preferred

Experience in eCommerce or marketplace platforms is a plus

Advanced degree preferred

Benefits

Medical, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Short-term and long-term disability coverage

Life insurance

Wellbeing benefits

10 paid holidays per year

10 paid sick days per year

17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure)

Company

TikTok

Glassdoor3.4

TikTok is a short-form video entertainment app and social network platform. It is a sub-organization of ByteDance.

Founded in 2003

Los Angeles, California, USA

10001+ employees

https://www.tiktok.com

H1B Sponsorship

TikTok has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (979)

2024 (601)

2023 (387)

2022 (322)

2021 (133)

2020 (72)