Customer Success Specialist
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Job Description
TikTok Shop operations specialist supporting Envision Horizons, a global e-commerce marketplace growth agency. Managing listings, fulfillment, promotions, compliance, reporting, and client coordination.
Responsibilities:
- Manage daily shop operations for assigned TikTok Shop brand accounts, including order fulfillment tracking, inventory synchronization monitoring, and violation resolution
- Write and optimize product listing copy and imagery to meet TikTok Shop content and compliance standards
- Monitor shop-health indicators, order performance, fulfillment metrics, customer feedback, and key KPIs; escalate risks and unusual trends
- Resolve listing, inventory, fulfillment, returns, and policy-related issues; track support tickets and follow up on open items
- Maintain trackers for inventory, order status, listing updates, promotions, account issues, and platform-support cases
- Ensure product information, creative assets, prices, inventory levels, and product attributes remain accurate and current
- Document processes, recurring issues, resolutions, and standard operating procedures
- Assist with product creation, bulk uploads, product-feed troubleshooting, listing updates, and catalog-quality checks
- Coordinate product information, imagery, claims support, documentation, inventory details, and creative assets from internal teams and clients
- Set up, track, and maintain TikTok Shop promotions, discounts, bundles, samples, and merchandising initiatives
- Conduct competitive, product, keyword, and trend research
- Review call notes and discussions and convert 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 priorities, including SKUs, inventory, promotions, launches, seasonal moments, and campaign timing
- Build and maintain recurring performance reports, client dashboards, trackers, and reporting sheets
- Compile TikTok Shop data on sales, orders, product performance, inventory, fulfillment, customer feedback, promotions, and shop health
- Support client updates, QBR materials, meeting agendas, presentation slides, and internal/client-facing status updates
- Maintain organized records of client requests, decisions, deliverables, and next 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
- At least one year of hands-on TikTok Shop experience required, including familiarity with TikTok Seller Center
- Experience supporting product listings, catalog updates, inventory, promotions, order management, fulfillment, reporting, or platform-support processes within TikTok Shop
- Strong written and verbal English communication skills
- Highly organized, detail-oriented, proactive, and able to manage multiple priorities and deadlines
- Comfortable using Google Workspace and/or Microsoft Office, particularly Google Sheets or Excel
- Working knowledge of Amazon, Shopify, Walmart Marketplace, or another e-commerce platform preferred
- Able to work effectively with cross-functional and global teams
- Bachelor’s degree or equivalent relevant experience
- Experience with TikTok Shop-adjacent tools such as Shopify, Webbee, Judge.Me/Yotpo reviews, Seller Center analytics, Kalodata, or Reacher is a plus
Benefits:
- Remote autonomy and flexible workday
- Mentorship and professional development
- Upskilling and career pathing opportunities
- Opportunity to work with exciting global brands
- Inclusive work environment
- Equal Opportunity Employer
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