TikTok Beauty Brand Customer Service Specialist

Title: TikTok Shop Customer Service Specialist — Beauty Brand (5 Days/Week, Weekend Shift Possible) Description: We're a Miami-based beauty wholesale and live commerce company selling on TikTok Shop and running live shows daily. We need an experienced customer service specialist who already knows TikTok Shop inside and out — not someone learning it on our time. What you'll handle: TikTok Shop buyer inbox: pre-sale questions, order status, shipping updates, product info Order issues: cancellations, address changes, missing/damaged items, wrong item sent Returns, refunds, and dispute cases in Seller Center — filed correctly and on time Reviews: respond to buyer reviews, flag policy-violating reviews for removal Escalations: identify what needs a manager, document it, and hand it off cleanly Keep response rate and first-response time within TikTok Shop's performance thresholds Log recurring issues so we can fix root causes (shipping, listings, packaging) Requirements: Minimum 1 year hands-on customer service experience inside TikTok Shop Seller Center (this is required — please don't apply with only Amazon/Shopify experience) Understands TikTok Shop shop health metrics, dispute windows, and refund policy Beauty/cosmetics category experience preferred Fluent written English, friendly and professional tone Reliable internet and availability for a fixed 5-day schedule; open to a weekend shift Comfortable working from SOPs and reporting daily Schedule: 5 days/week, fixed shift (US Eastern hours). Weekend shift possible for the right person. Pay: $5–8/hr based on experience. Long-term role — we're launching additional TikTok channels and scaling. To apply, answer these 3 questions (applications without answers will be ignored): Which TikTok Shops have you handled customer service for, and for how long? Share screenshots of Seller Center CS metrics if you can. A buyer opens a dispute claiming the item arrived damaged, but their photo doesn't show damage. Walk me through exactly what you do. What response rate and first-response time did you maintain at your last TikTok Shop role?