TikTok Shop CX Specialist

Who We Are

Brolly Labs dba CatalyzeX , is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.

As an incubator of cutting-edge services, software, and AI brands, we partner with forward-thinking firms in e-commerce, legal, healthcare, and software sectors to deliver human-centric solutions that truly make a difference.
What You'll Do

As a TikTok Shop CX Specialist, you will own the end-to-end customer experience for our US and UK TikTok Shop channels. This role goes beyond traditional customer service; you will be responsible for SLA performance, escalations, cross-functional coordination, and continuous CX improvement, acting as the primary CX owner for the channel while protecting customer satisfaction, platform compliance, and seller score.

TikTok Shop Customer Experience Ownership

- Own day-to-day customer support for TikTok Shop across US and UK markets

- Respond to customer inquiries via TikTok Shop messaging within SLA requirements

- Resolve order issues including delays, refunds, returns, cancellations, and disputes

- Handle complex cases and escalations independently

- Keep communication consistent and brand-aligned while following TikTok Shop policies

SLA, Compliance & Seller Score Management

- Monitor and maintain TikTok Shop SLA metrics (response time, resolution time)

- Protect seller score by proactively managing disputes and unresolved cases

- Ensure all responses and resolutions comply with TikTok Shop policies and guidelines

- Flag risks that could lead to account penalties or performance degradation

Cross-Functional Escalation & Coordination

- Escalate product issues, defects, or recurring complaints to the relevant teams

- Partner with Operations and Fulfillment on inventory and restock updates, shipping delays and logistics issues, and oversell or out-of-stock scenarios

- Coordinate resolutions across teams to close the loop with customers efficiently

Customer Insight Logging & Reporting

- Log and categorize customer feedback, complaints, and product issues

- Identify recurring trends impacting refunds, disputes, or satisfaction

- Share structured insights with CX, Ops, and Product teams

- Contribute to root-cause analysis and improvement initiatives

AI Bot, Macros & Automation Management

- Own and maintain TikTok Shop macros and canned responses

- Update AI bot responses based on real customer inquiries and edge cases

- Improve first-contact resolution and response efficiency through automation

- Close gaps between creator-led content confusion and customer questions

Who You Are

We're looking for a customer-obsessed CX professional who can own a marketplace channel end to end. You stay calm under escalation, sharp on detail, and comfortable making resolution calls independently while keeping cross-functional teams in the loop. You thrive in a fast-moving, SLA-driven environment and know how to turn customer signals into real process improvements.

- 2+ years of customer experience support in e-commerce or marketplace environments

- Experience handling escalations, disputes, and SLA-driven support

- Strong, professional written English with the ability to support US and UK customers

- Comfortable working with SOPs, macros, and support automation tools

- Exceptional attention to detail, with the ability to work independently

- Excellent written and verbal communication skills in English, with clear coordination across cross-functional teams (Ops, CX, Product)

Preferred Backgrounds:

- CX specialists from e-commerce or marketplace environments

- Support agents experienced with TikTok Shop, Amazon, Shopee, Lazada, or similar marketplaces

- Professionals who have maintained seller performance metrics or marketplace compliance

- CX professionals familiar with AI bots or support automation tools

- Agents who have supported global or multi-region markets

Technical Requir