Company: TikTok

Location: London

Team: Logistics Excellence

About the Team

TikTok’s Logistics Excellence team manages and supports logistics operations for TikTok Shop’s top sellers. The team focuses on ensuring a frictionless end-to-end experience for sellers - handling delivery issues, claims, and logistics performance.

Role Overview

The Mandarin-speaking Logistics Service Account Management Coordinator acts as the main liaison for Mandarin-speaking sellers. The role involves managing communication, addressing logistics concerns, coordinating with internal teams, and ensuring timely and satisfactory resolutions.

You will be expected to take ownership of cases, identify root causes, and work with multiple departments to ensure seller satisfaction.

Responsibilities

• Provide day-to-day support to Mandarin-speaking sellers on logistics-related queries.
• Communicate clearly in both Mandarin and English, ensuring updates are well-documented.
• Raise tickets on behalf of sellers and coordinate with logistics and operations teams to resolve them.
• Track case progress and ensure follow-up until resolution.
• Build trackers and feedback reports to support continuous improvement.
• Handle escalations professionally and identify areas for process enhancement.
• Maintain accurate records in line with standard operating procedures.

Qualifications and Skills

• Fluency in both Mandarin and English (written and verbal).
• Experience in logistics, customer service, or operational coordination.
• Strong attention to detail, with the ability to manage competing priorities.
• Confident using multiple systems and tools to track cases.
• Resilient and calm under pressure, with strong problem-solving skills.
• Understanding of eCommerce logistics or warehousing processes is beneficial.
• Collaborative, adaptable, and comfortable working in a fast-paced environment.

This position offers exposure to a high-growth global logistics function and the opportunity to work closely with cross-functional teams within TikTok. The environment is dynamic, supportive, and focused on quality delivery and continuous improvement.