49779130894 - Operations Associate (TikTok Shop)

Job Title: Operations Associate (TikTok Shop)
Job Type: Full-time / Remote (Philippines)
Work Hours: PST Timezone

Job Overview

Our client, a fast-growing social commerce brand, is looking for an Operations Associate (TikTok Shop) to support day-to-day marketplace operations and ensure a smooth after-sales experience. In this role, you will manage orders, returns, refunds, exchanges, disputes, and logistics claims while maintaining accurate documentation, tight SLAs, and strong CX alignment.

You will play a critical role in marketplace compliance, operational accuracy, and overall channel growth.

Responsibilities

• Manage daily queues in TikTok Shop Seller Center, including returns, refunds, exchanges, and cancellations
• File and track logistics claims for lost or damaged shipments; follow through until resolution
• Prepare evidence and submit responses for appeals/disputes within the seller portal
• Coordinate replacements and reconcile related credits, inventory adjustments, and case notes
• Maintain accurate documentation, trackers, dashboards, and case notes
• Identify trends, recurring issues, and insights to inform business decisions
• Participate in weekly performance check-ins and process improvement sessions

• 1+ years of experience in e-commerce operations, order management, trust & safety, or customer support
• Strong written English communication skills
• High attention to detail with fast and accurate data entry
• Comfortable working with spreadsheets (Sheets/Excel)
• Experience using CRM/ticketing tools such as Zendesk, Gorgias, or EDesk
• Ability to stay organized, calm under pressure, and motivated by clearing queues and closing loops
• Remote work experience is a plus

Nice-to-Have

• Familiarity with TikTok Shop, Shopify, Flexport, or similar marketplace platforms
• Experience with seller portals, after-sales workflows, and dispute resolution
• Understanding of platform SLAs, evidence formatting, and policy compliance
• Interest in scaling into marketplace operations, CX, or process design

• Paid Time Off
• Work From Home
• Training & Development