TikTok Shop Case Management & Issue Resolution Specialist

About the Role We're looking for a detail-oriented problem solver to own case management and issue resolution for our TikTok Shop channel. This role is the front line for keeping our TikTok Shop operations running smoothly—managing cases, resolving listing errors, navigating compliance issues, and escalating problems when needed. If you've spent time in Amazon Seller Central troubleshooting cases, managing compliance, and keeping listings healthy, you already have the foundational skills for this role. We're looking for someone who can bring that operational rigor to TikTok Shop and help us build best-in-class processes on this rapidly growing platform.

What You'll Do Case Management & Issue Resolution Own the full lifecycle of TikTok Shop support cases from identification through resolution Maintain organized case logs with clear documentation, status tracking, and resolution notes Troubleshoot issues independently before escalating, exhausting self-service options first Open and manage cases with TikTok Shop support when issues require platform intervention Compliance & Policy Management Monitor and address compliance notifications, policy violations, and account health issues Stay current on TikTok Shop policies and proactively flag potential compliance risks Work cross-functionally to ensure product listings meet platform requirements before going live Listing Health & Error Resolution Identify, diagnose, and resolve listing errors, suppressed products, and catalog issues Partner with content and creative teams to fix listing defects related to images, descriptions, or attributes Track recurring issues and recommend process improvements to prevent future errors Escalation Management

Develop relationships with TikTok Shop support contacts to improve escalation outcomes Know when to escalate vs. when to push for resolution through standard channels Document escalation paths and create playbooks for common high-priority issues Reporting & Process Improvement Provide regular reporting on case volume, resolution times, and issue trends Identify patterns in cases that indicate upstream problems (content, supply chain, etc.) Build and refine SOPs for case management and issue resolution workflows

What You Bring Required 2+ years of experience in marketplace case management, seller support, or platform operations (Amazon, Walmart, eBay, or similar) Proven track record of resolving complex platform issues through support channels Strong documentation habits—you keep meticulous records and can hand off cases cleanly Ability to stay calm and persistent when navigating frustrating support interactions Excellent written communication skills for case submissions and internal reporting Self-starter mentality with ability to work independently and prioritize effectively Preferred Direct experience with TikTok Shop Seller Center Background in Amazon Seller Central case management and Account Health Experience with compliance management and policy interpretation Familiarity with catalog/listing management systems Experience creating SOPs and process documentation

• 2+ years of marketplace case management or seller support experience (Amazon, Walmart, eBay, or similar) with proven ability to resolve complex platform issues, meticulous documentation habits, and excellent written communication skills.

• Direct TikTok Shop Seller Center experience, Amazon Seller Central case management background, compliance management expertise, catalog/listing system familiarity, and SOP creation experience.

• TikTok Shop Seller Center, case management and ticketing systems, spreadsheet/documentation tools, and marketplace seller support platforms.