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TikTok Shop - Service Strategy and Planning Architect for Customer Support - Job Opportunity at TikTok

Singapore, Singapore
Full-time
Senior
Posted: March 25, 2025
On-site
SGD 120,000 - 180,000 annually based on Singapore market rates for senior technical architects in e-commerce

Benefits

Global tech company exposure and career development opportunities
Innovation-focused work environment promoting creativity
Diverse and inclusive workplace culture
Professional development in emerging technologies

Key Responsibilities

Design and implement strategic chatbot service frameworks for global e-commerce customer support operations
Lead development of intelligent automation systems for customer inquiry resolution
Drive cross-functional collaboration with Logistics, Product, and Algorithm teams for integrated solutions
Architect standardized service documentation and processes for enterprise-wide adoption
Manage performance metrics and continuous improvement initiatives for customer support systems

Requirements

Education

Bachelor's degree in Business, Information Systems, Computer Science, or related disciplines

Experience

4+ years

Required Skills

Chatbot design Automation service strategy Customer support expertise Analytical skills in CSAT, FCR, Resolution Rate metrics Intelligent tagging systems implementation Cross-team collaboration Communication skills
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Sauge AI Market Intelligence

Industry Trends

The e-commerce customer service automation market is experiencing rapid growth, with chatbot implementation becoming a critical differentiator for major platforms. Current market analysis shows a 300% increase in AI-powered customer service solutions adoption over the past two years. Social commerce platforms are increasingly integrating sophisticated automation tools, with customer service being a key battleground for market share. This role sits at the intersection of this trend. The Asia-Pacific region, particularly Singapore, is emerging as a hub for e-commerce innovation, with significant investments in customer service technology

Role Significance

Likely leads a team of 5-8 specialists while collaborating with broader cross-functional teams of 20-30 members
Senior strategic position with direct impact on global customer experience and automation architecture

Key Projects

Global chatbot strategy development and implementation Customer service automation framework design Cross-border e-commerce support system integration Performance metrics optimization and scaling

Success Factors

Deep understanding of e-commerce customer behavior patterns and service expectations Ability to balance automation efficiency with customer experience quality Strong technical architecture skills combined with business strategy acumen Experience in managing global, cross-functional stakeholders

Market Demand

Very high demand driven by the convergence of e-commerce growth and AI implementation needs in customer service

Important Skills

Critical Skills

Advanced understanding of chatbot architecture and AI implementation Experience with large-scale customer service operations Strategic thinking and cross-functional leadership

Beneficial Skills

Knowledge of multiple Asian languages Experience with social commerce platforms Understanding of machine learning and NLP technologies

Unique Aspects

Rare opportunity to shape customer service automation strategy for a global social commerce platform
Position combines technical architecture with customer experience strategy
Role involves working with cutting-edge AI and automation technologies in a high-scale environment

Career Growth

2-3 years in role before advancement opportunity, based on performance and business growth

Potential Next Roles

Director of Customer Experience Technology Head of E-commerce Operations Global Automation Strategy Leader

Company Overview

TikTok

TikTok has evolved from a social media platform to a major e-commerce player, particularly in Asia-Pacific markets

Leading position in social commerce with aggressive expansion in traditional e-commerce space
Singapore serves as a strategic hub for Asia-Pacific operations with significant investment in technical talent
Fast-paced, innovation-driven environment with strong emphasis on rapid iteration and cross-cultural collaboration
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