TikTok Shop CX Specialist

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 Logg