TikTok is growing its EMEA operations team and is hiring two Operations & Escalation Specialists to support TikTok Shop across Europe.

This role sits at the heart of TikTok’s e-commerce engine. You’ll own complex seller issues, work across governance and logistics teams, and play a key role in keeping the marketplace running smoothly as TikTok Shop scales across EMEA.

It’s a hands-on operations role with real responsibility from day one. You’ll be trusted to make decisions, manage escalations end to end, and apply sound judgement in fast-moving situations.

About TikTok

TikTok is one of the world’s fastest-growing platforms, reshaping how people discover content, creators build audiences, and brands sell online.

TikTok Shop brings commerce directly into the app, blending content, community, and conversion. Behind the scenes, strong operations and governance teams ensure sellers, creators, and customers have a reliable and trustworthy experience at scale.

This team plays a critical role in that.

Responsibilities

You’ll act as the bridge between governance, logistics, and wider operational teams across EMEA.

Key responsibilities include:

• Owning and resolving complex seller issues and escalations from start to finish
• Acting as a key escalation point between governance and logistics teams
• Managing and prioritising tickets, applying strong business context and judgement
• Working closely with cross-functional teams to unblock issues quickly
• Monitoring performance metrics such as SLA, resolution times, and quality indicators
• Identifying repeat issues and contributing to process improvements
• Supporting the smooth expansion of TikTok Shop across EMEA markets
• Escalating high-risk or sensitive cases clearly and decisively when needed

This is a role for someone who likes ownership, structure, and solving problems properly, not passing them on.

Qualifications

We’re open on background, but you’ll likely bring:

• At least 1 year of experience in operations, support, escalations, or platform environments
• Experience handling tickets, cases, or complex issues under pressure
• Confidence working with data, metrics, and basic reporting
• Strong attention to detail and follow-through
• Clear written and verbal communication skills
• Comfort working across teams and time zones

Experience from tech platforms, marketplaces, or large digital businesses is a strong plus.

Additional European languages are helpful but not required.

Why TikTok?

• Work on a product used by millions across EMEA
• High visibility role with real operational impact
• Exposure to how a global marketplace scales at speed
• Strong learning curve across governance, logistics, and platform operations
• Join a growing team where ownership and good judgement are genuinely valued

This is a solid step for someone looking to build long-term operations experience inside a top-tier global tech company.

Interested?

If this sounds like you, or you’d like to hear more, reach out directly to:

alice@pooleandpartners.com

Referrals are also welcome.

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