TikTok Shop – Head of Customer Experience and External Relations

Employment Type: Regular

Job Code: A34431

Responsibilities

• Define and drive a high-impact experience strategy that improves trust, reduces friction, and strengthens the end-to-end buyer journey.
• Build scalable frameworks and mechanisms that establish a high bar for Experience Excellence across LATAM markets.
• Anticipate customer needs upstream and empower intuitive, self‑service personalized experiences to reduce customer effort.
• Build automated systems and processes that ensure we focus on the right customer while building a sustainable, abuse‑resistant business.
• Lead investigations into key pain points—specifically returns, refunds, disputes, and support—to identify and fix structural issues.
• Manage external relations‑related work, including utilizing AI to analyze video transcripts for sentiment and platform risk, while opt...