Customer Solution Manager

Tiktok; Greater London; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading social media platform is seeking a skilled Technical Account Manager to onboard strategic merchants and support post-onboarding troubleshooting. The role requires a Bachelor's degree, 3+ years of experience in product operations, and a strong understanding of e-commerce and integrations. Exceptional project management skills and proficiency in English are essential. Candidates will work in a diverse environment dedicated to inspiring creativity and connecting global communities.

Benefits

Opportunities for professional growth

Inclusive workplace culture

Qualifications

• 3+ years experience in roles supporting large enterprise clients.
• Strong understanding of system integrations and technology stacks.
• Ability to manage multiple integration streams and stakeholders.

Responsibilities

• Onboard strategic merchants and troubleshoot post-onboarding issues.
• Act as a trusted technical advisor for merchants during integrations.
• Guide product roadmap with insights from market feedback.

Skills

Experience in product operations

Technical account management

Understanding of e-commerce ecosystem

Strong project management

Technical analysis and mapping

Professional proficiency in English

Education

Bachelor's degree or above

Job description

Responsibilities

• Partner with account management (and other internal stakeholders) for onboarding strategic merchants as well as supporting post-onboarding troubleshooting for all High Priority merchants.
• Act as the trusted technical advisor to merchants, guiding them through discovery, design and implementation when integrating 1st Party (example: Shopify) Apps, 3rd Party Apps and API integrations with the TikTok Shop platform.
• Provide expert advice based on industry best practices, integration patterns and in-depth product knowledge of the TikTok platform, its apps and APIs to support end-to-end integrations with target platforms, such as Salesforce Commerce Cloud, Shopify, Netsuite, API, etc.
• Align merchants, technology partners, and system integrators to implement successful integrations at macro and micro design phases. Ensures adherence to integration standards, policies and governance.
• Collaborate closely with merchants, internal technical support and engineering teams for customer issue diagnosis and resolution.
• Capture learnings and market feedback. Provide market insight to guide product roadmap. Scale best practices to achieve long-term success.

Qualifications

• Minimum Qualifications:
  - Bachelor\'s degree or above, with preferably 3+ years of experience in product operations, Technical Account Management, Solutions Architect, Customer Success Management, or similar roles supporting large enterprise clients; experience with Shopify and API integrations is preferred.
• - Strong understanding of the e-commerce ecosystem and architecture, with expert-level knowledge of system integrations, integration patterns, best practices, and common technology stacks.
• - Strong project management skills, with the ability to manage multiple integration workstreams in parallel, coordinate cross-functional stakeholders, and deliver against timelines in a fast-paced environment.
• - Strong ability to analyse technical concepts, translate them into business terms, and map business requirements to technical solutions.
• - Exceptional attention to detail and organisation.
• - This role supports multiple regional markets. Assignment to specific regions will be based on business demand, language capabilities, and relevant market experience. Professional working proficiency in English is required.

• Preferred Qualifications:
  - Experience with REST-ful, SOAP APIs a plus

Important Note: Please be advised that this job posting is on behalf of a third-party agency. This is a 12 month temporary assignment managed by a third-party agency, who will be your employer. While you may be assigned to work at TikTok, you will not be a TikTok employee. All contractual terms, including payroll and benefits, will be handled by a third-party agency. By applying, you agree that the information provided in your application may be processed and retained by TikTok for recruitment purposes and shared with a third-party agency in accordance with TikTok\'s Applicant Privacy Notice https://lifeattiktok.com/legal/privacy

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok\'s global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok\'s mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.