TikTok Customer Support Agent

TikTok Customer Support Agent

About us: We are a fast-growing comfort apparel brand known for soft, oversized hoodies, sweatpants and loungewear. We sell direct to consumers and on TikTok Shop, and TikTok is one of our most important sales and community channels.

Role summary: We need a TikTok Customer Support Agent with hands-on experience answering customer tickets through TikTok. You'll own the TikTok Shop customer inbox, covering order questions, returns and refunds, product questions and post-purchase issues, and keep response times, shop health scores and customer satisfaction high.

Responsibilities:
- Answer tickets and buyer messages in TikTok Shop Seller Center quickly and accurately, within TikTok's response-time standards.
- Handle order issues end to end: order status, shipping delays, address changes, cancellations, wrong or damaged items, missing packages.
- Process returns, refunds and replacements under our policies and TikTok Shop rules.
- Manage disputes and claims and gather evidence to protect the shop.
- Answer sizing, fit, fabric, care and restock questions in our warm, on-brand voice.
- Monitor shop health metrics and flag risks early.
- Escalate complex cases to the right team with clear notes.
- Log recurring issues and share weekly insights on customer trends.
- Keep saved replies, macros and help docs up to date.
- Help cover launches, live shopping events and sales peaks.

Requirements:
- Proven hands-on experience answering customer tickets through TikTok Shop Seller Center.
- 2+ years of ecommerce customer support, ideally for a US brand.
- Excellent written English.
- Solid knowledge of TikTok Shop return, refund and dispute processes.
- Comfortable with a high-volume inbox while staying accurate and empathetic.
- Good judgment on when to resolve, escalate or follow policy strictly.
- Reliable internet and a quiet workspace.

Nice to have:
- Apparel support experience, especially sizing and fit.
- Moderating TikTok, Instagram and Facebook comments and DMs.
- Shopify order management and Amazon Seller Central.
- Supporting TikTok Shop live events or affiliate-driven sales spikes.
- Writing macros or help articles.

Tools: TikTok Shop Seller Center, Gorgias or Zendesk, Shopify, Meta Business Suite, Sprout Social, Google Workspace, Slack.

Working hours: PST

Skills

Hands-on experience answering tickets in TikTok Shop Seller Center; 2+ years ecommerce customer support (ideally US brand); excellent written English; knowledge of TikTok Shop return, refund and dispute processes; high-volume inbox handling; reliable internet and quiet workspace.

Apparel support experience (sizing and fit); social comment and DM moderation; Shopify and Amazon Seller Central; TikTok Shop live events; writing macros or help articles.