Voice of the Customer (VoC) Escalation Specialist - USDS

Team intro

E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards.

The Service and Support Center (SSC), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.

The VoC Escalation SME is responsible for managing high-stakes customer issues while simultaneously serving as a primary source of business intelligence. You will own the end-to-end resolution of executive and high-risk escalations. Beyond the "fix," you will diagnose the root cause of these failures, using data to advocate for systemic changes in product, policy, and payments to protect the integrity of the TikTok Shop marketplace.

Key Responsibilities

• Manage the lifecycle of executive-level and high risk escalations for buyers, sellers, and creators, ensuring a white-glove experience.
• Monitor and respond to social sentiment and marketplace signals to identify high-risk emerging issues—such as payment disruptions or creator friction—that threaten brand reputation and marketplace trust.
• Perform a "5-Whys" analysis to identify whether the failure was a technical bug, a policy gap, or a training issue.
• Aggregate qualitative data from escalations to identify emerging "pain points" (e.g., shipping logistics friction or buyer-concession abuse).
• Regularly present "Voice of the Customer" reports to cross-functional and leadership teams to influence the experience roadmap.
• Analyze refund and compensation patterns to identify potential "Buyer Abuse" or fraud, working with cross-functional teams to tighten SOPs.
• Identify and bridge friction points in the buyer, seller, and creator journeys to accelerate issue resolution and deepen platform integrity.

Minimum Qualifications

• 3+ years in a high-volume Contact Center, Customer Service, or Marketplace environment.
• Proficiency in data tools (Excel, Tableau, or SQL) to interpret complex datasets and find the "needle in the haystack."
• Proven track record of de-escalating high-profile users with empathy and professional authority.
• Ability to move from "How do I solve this one ticket?" to "How do I fix this for 1 million users?"

Preferred Qualifications

• Understanding of the dynamics between Buyers, Sellers, and Creators is a significant plus.