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 Requirements

Internet connection: High-speed internet required — minimum 20 Mbps or fiber connection
Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.

- Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on

- Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon M1 or newer, running a supported macOS version with FileVault enabled

- Not permitted: Chromebooks (ChromeOS), tablets, and mobile devices are not supported and cannot be used for this role

RAM: Minimum 8 GB (16 GB preferred)

Noise-canceling headset
Power and internet backup required
Rates and Expectations

- Work Setup: Remote

- Full-Time Role

- Rate: 50000 PHP - 51000 PHP Monthly

- Timezone: US and UK support coverage

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.

Originally posted on Himalayas