Customer Success Specialist

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Oversee the daily operations of assigned TikTok Shop brand accounts, which includes tracking order fulfillment, monitoring inventory synchronization, and resolving violations.

• Create and enhance product listing descriptions and images to align with TikTok Shop's content and compliance requirements.

• Keep an eye on shop health metrics, order performance, fulfillment statistics, customer feedback, and key KPIs; escalate any risks or unusual patterns.

• Address issues related to listings, inventory, fulfillment, returns, and policies; manage support tickets and follow up on outstanding items.

• Maintain trackers for inventory, order statuses, listing updates, promotions, account-related issues, and platform support cases.

• Ensure that product information, creative assets, pricing, inventory levels, and product attributes are accurate and up-to-date.

• Document processes, recurring issues, solutions, and standard operating procedures.

• Assist with product creation, bulk uploads, troubleshooting product feeds, listing updates, and quality checks for the catalog.

• Coordinate product information, imagery, claims support, documentation, inventory specifics, and creative assets from internal teams and clients.

• Establish, monitor, and manage TikTok Shop promotions, discounts, bundles, samples, and merchandising initiatives.

• Conduct research on competitors, products, keywords, and trends.

• Review call notes and discussions, transforming action items into Asana or similar project management platforms.

• Track tasks, owners, due dates, and dependencies; coordinate cross-functional requests and follow up on deliverables.

• Align TikTok Shop execution with broader client objectives, including SKUs, inventory, promotions, launches, seasonal events, and campaign schedules.

• Develop and maintain recurring performance reports, client dashboards, trackers, and reporting sheets.

• Compile data related to TikTok Shop, including sales, orders, product performance, inventory, fulfillment, customer feedback, promotions, and shop health.

• Assist in preparing client updates, quarterly business review materials, meeting agendas, presentation slides, and internal/client-facing status updates.

• Keep organized records of client requests, decisions, deliverables, and subsequent steps.

• Collaborate with Account Management, Amazon, Paid Social, Creative, Affiliate/Creator, and Operations teams.

⛳️ Requirements

• 1–3 years of experience in e-commerce operations, marketplace support, account coordination, customer success, or digital marketing.

• A minimum of one year of practical experience with TikTok Shop is required, including familiarity with the TikTok Seller Center.

• Experience in managing product listings, catalog updates, inventory, promotions, order management, fulfillment, reporting, or platform support processes within TikTok Shop.

• Excellent written and verbal communication skills in English.

• Highly organized, detail-oriented, proactive, and capable of juggling multiple priorities and deadlines.

• Proficient in using Google Workspace and/or Microsoft Office, particularly Google Sheets or Excel.

• Familiarity with Amazon, Shopify, Walmart Marketplace, or other e-commerce platforms is preferred.

• Ability to work effectively with cross-functional and global teams.

• Bachelor's degree or equivalent relevant experience.

• Experience with tools adjacent to TikTok Shop, such as Shopify, Webbee, Judge.Me/Yotpo reviews, Seller Center analytics, Kalodata, or Reacher, is a plus.

🏝️ Benefits

• Flexibility to work remotely and manage your own workday.

• Opportunities for mentorship and professional development.

• Options for upskilling and career advancement.

• Chance to collaborate with exciting global brands.

• An inclusive work environment.

• Equal Opportunity Employer.