TikTok Shop CX Specialist
Budget / Salary50,000–51,000 PHP
TypeFull-time job
LocationUnited States
Posted2 hours ago
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
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
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