Marketplace Customer Support Specialist

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

📋 Description

• Deliver reactive customer support through live chats, messages, and inquiries on TikTok Shop as well as other global marketplaces (e.g., address fraud claims, order concerns, product inquiries).

• Adhere to stringent platform SLAs (e.g., respond to TikTok inquiries within 1 day – failure to do so triggers automatic customer refunds).

• Work directly within the TikTok app and other seller/creator tools on marketplaces to provide real-time assistance.

• Actively gather and organize data (e.g., customer feedback, issue patterns) to aid in QBRs, reporting, and strategic initiatives.

• Appropriately escalate complex issues while ensuring high CSAT and compliance levels.

• Record interactions, resolutions, and insights in shared systems for team visibility.

• Provide 24/7 operational support in alignment with the needs of the global team.

⛳️ Requirements

• 1–3 years of experience in customer support or live chat/message management within e-commerce marketplaces (experience with TikTok Shop, eBay, Shopee, Lazada, or Amazon is highly preferred).

• Demonstrated ability to manage high-volume reactive support while meeting strict SLAs and possessing de-escalation skills.

• Strong written English communication skills (clear, professional, and empathetic tone).

• Familiarity with marketplace tools/apps (particularly TikTok seller/creator interfaces).

• Proactive attitude – capacity to collect and analyze data for reports and identify trends.

• Detail-oriented with exceptional time management skills and the ability to prioritize tasks under pressure.

• Understanding of fraud claims, refunds, and enforcement of platform policies.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible working hours and the possibility of remote work.

• Engaging work environment with a collaborative team culture.