Customer Success Specialist

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

📋 Description

• Oversee daily operations for designated brand accounts, which includes tracking order fulfillment, monitoring inventory synchronization, and resolving violations.

• Craft and enhance TikTok Shop product listings, ensuring compliance with content and imagery standards.

• Keep an eye on shop health metrics, order performance, fulfillment indicators, customer feedback, and other key performance indicators (KPIs); escalate any issues or risks that arise.

• Address issues related to listings, inventory, fulfillment, returns, and policies; monitor support tickets and ensure timely follow-ups.

• Maintain operational logs for inventory, orders, listings, promotions, account challenges, and platform support inquiries.

• Ensure that product details, creative materials, pricing, inventory levels, and attributes are accurate and updated regularly.

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

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

• Organize product details, images, claims support, documentation, inventory information, and creative resources from teams and clients.

• Set up, monitor, and manage TikTok Shop promotions, discounts, bundles, samples, and merchandising activities.

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

• Create engaging CRM messages tailored to specific customer segments.

• Transform call notes and discussions into actionable items in Asana or similar project management tools.

• Monitor tasks, responsible parties, deadlines, and dependencies, ensuring follow-ups with internal teams.

• Facilitate collaboration among Account Management, Amazon, Paid Social, Creative, Affiliate/Creator, and Operations teams.

• Ensure that TikTok Shop activities align with client objectives, inventory, promotions, launches, seasonal moments, and campaign schedules.

• Identify inter-channel dependencies and risks.

• Maintain project trackers and provide updates on status.

• Create ongoing performance reports, client dashboards, trackers, and reporting sheets.

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

• Assist in preparing client updates, quarterly business review materials, meeting agendas, and presentation slides.

• Draft internal and client-facing status reports for review by the Account Manager.

• Organize data, insights, and outstanding queries linking TikTok Shop performance to larger Amazon and e-commerce discussions.

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

⛳️ Requirements

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

• At least one year of practical experience with TikTok Shop, including knowledge of the TikTok Seller Center.

• Proven experience in supporting product listings, catalog updates, inventory management, promotions, order processing, fulfillment, reporting, or platform support tasks 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.

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

• Bachelor’s degree or equivalent relevant experience.

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

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

• Knowledge of Asana and Slack is advantageous.

🏝️ Benefits

• Flexible and autonomous remote work options.

• Access to open leadership and mentorship.

• Opportunities for upskilling and career development.

• Chance to collaborate with exciting global brands.

• Supportive and inclusive work environment.

• Equal Opportunity Employer.