TikTok Customer Success Specialist

Envision Horizons is a global marketplace growth agency specializing in Amazon, Walmart, and other major retail media networks. Our team helps brands build awareness, capture market share, and drive profitability through data-driven strategy and execution.

We believe high-performing teams are built on trust, curiosity, and the power of collective expertise. As a leading force in global eCommerce acceleration, our diverse, tech-driven professionals don’t just react to the industry; they shape it. By fusing ambitious thinking with compassion, we deliver exceptional client outcomes while making space for every individual to create, grow, and genuinely thrive. Each team member influences our evolution, enjoying flexibility and support unmatched by larger organizations. Here, your impact is real, your ideas matter, and your career trajectory is limitless.

Role Overview

We’re seeking a highly organized, detail-oriented TikTok Shop Operations Coordinator to support day-to-day operations across TikTok Shop client accounts. This role sits at the intersection of shop management, content compliance, and campaign execution — you'll be the one keeping listings clean, shop health metrics green, and violations handled before they become bigger problems, while working closely with Account Managers to keep clients informed and unblocked.

TikTok Shop will be your primary area of focus. You will also develop a working understanding of how TikTok Shop supports a brand’s broader Amazon and e-commerce strategy, including the importance of aligned product priorities, inventory, promotions, content, and reporting across channels.

You’ll work closely with Account Management, Amazon, Paid Social, Creative, and Affiliate/Creator teams to translate plans into organized execution. The ideal candidate is a proactive communicator who enjoys working in a fast-paced e-commerce environment, can manage details without losing sight of deadlines, and is eager to build expertise in TikTok Shop and social commerce.

How You’ll Make an Impact

TikTok Shop Operations Support

• Manage daily shop operations for assigned brand accounts, including order fulfillment tracking, inventory sync monitoring, and violation resolution
• Write and optimize product listing (PDP) copy and imagery to meet TikTok Shop content and compliance standards
• Monitor shop-health indicators, order performance, fulfillment metrics, customer feedback, and other key KPIs; escalate potential issues, risks, or unusual trends to the appropriate Account Manager or channel lead.
• Assist with resolving listing, inventory, fulfillment, returns, and policy-related issues by gathering relevant information, tracking support tickets, and following up on open items.
• Maintain operational trackers for inventory, order status, listing updates, promotions, account issues, and platform-support cases.
• Help ensure product information, creative assets, prices, inventory levels, and product attributes are accurate and current within TikTok Shop.
• Support documentation of processes, recurring issues, resolutions, and standard operating procedures.

Catalog, Promotion, and Content Coordination

• Assist with product creation, bulk uploads, product-feed troubleshooting, listing updates, and catalog-quality checks in TikTok Shop.
• Coordinate requests for required product information, imagery, claims support, documentation, inventory details, and creative assets from internal teams and clients.
• Help set up, track, and maintain TikTok Shop promotions, discounts, bundles, samples, and other merchandising initiatives.
• Conduct basic competitive, product, keyword, and trend research to support listing optimization, content recommendations, and promotional planning.
• Flag potential listing-compliance, product-content, pricing, or catalog-quality concerns to the relevant internal owner.
• Write compelling CRM messaging to targeted customer segments

Cross-Functional Coordination

• Review client call notes and internal discussions, then convert clear action items into Asana or a similar project-management platform.
• Track tasks, owners, due dates, and dependencies; follow up with internal teams to keep deliverables moving.
• Coordinate requests among Account Management, Amazon, Paid Social, Creative, Affiliate/Creator, and Operations teams.
• Help ensure TikTok Shop execution is aligned with broader client priorities, including key SKUs, inventory availability, promotions, product launches, seasonal moments, and campaign timing.
• Surface cross-channel dependencies or risks, such as inventory shortages, pricing inconsistencies, conflicting promotions, or missing creative assets.
• Maintain accurate project trackers and provide regular status updates to the Account Manager and relevant internal stakeholders.

Reporting & Client Support

• Build and maintain recurring performance reports, client dashboards, trackers, and reporting sheets.
• Compile TikTok Shop data related to sales, orders, product performance, inventory, fulfillment, customer feedback, promotions, and shop-health indicators.
• Support the preparation of client updates, QBR materials, meeting agendas, and presentation slides.
• Draft clear, concise internal and client-facing status updates for Account Manager review.
• Help connect TikTok Shop performance and operational learnings to broader Amazon and e-commerce conversations by organizing relevant data, insights, and open questions.
• Maintain organized records of client requests, decisions, deliverables, and next steps.

What We're Looking For

• 1–3 years of experience in e-commerce operations, marketplace support, account coordination, customer success, or digital marketing.
• At least one year of hands-on TikTok Shop experience required, including familiarity with TikTok Seller Center.
• Experience supporting product listings, catalog updates, inventory, promotions, order management, fulfillment, reporting, or platform-support processes within TikTok Shop.
• Strong written and verbal English communication skills.
• Highly organized, detail-oriented, proactive, and able to manage multiple priorities and deadlines.
• Comfortable using Google Workspace and/or Microsoft Office, particularly Google Sheets or Excel; experience with Asana and Slack is a plus.
• Working knowledge of Amazon, Shopify, Walmart Marketplace, or another e-commerce platform is preferred.
• Able to work effectively with cross-functional and global teams.
• Bachelor’s degree or equivalent relevant experience.

Nice to Have

Experience with TikTok Shop-adjacent tools (Tiktok integration tools such as Shopify, Webbee, Judge.Me/ Yotpo reviews, Seller Center analytics, Kalodata, Reacher)

Why Envision Horizons?

• Culture-Driven: Our values: Be a Leader, Get It Done, Be Inquisitive, and Have Humility, are more than words. They’re the foundation of every win and the reason our team stays and grows.
• Empowered Growth: With open leadership, mentorship, and real opportunities for upskilling and career pathing, your ambition won’t hit a ceiling here.
• Opportunity for Impact: Small enough that your voice matters and big enough to work with the world’s most exciting brands.
• True Flexibility: Design your workday around life, wherever you are, with both remote autonomy and collaborative energy.

Envision Horizons is committed to building an inclusive environment for people of all backgrounds, and everyone is encouraged to apply. Envision Horizons is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

Important Notice: Recruitment Fraud Warning

Envision Horizons has recently been made aware of fraudulent recruiting activities involving individuals falsely claiming to represent our company. Please note that we never ask candidates for personal financial information, money, or payments at any stage of the hiring process. We also do not use Telegram or other informal messaging apps for interviews or official recruitment communication. All legitimate communication from our recruitment team will come from an email address ending in @envisionhorizons.com, and interviews are conducted only through our official channels, including email and Ashby, our recruitment platform. If you are contacted by someone claiming to represent Envision Horizons and the communication seems suspicious, please do not share any personal information or send any money. Instead, report the incident by emailing trust@envisionhorizons.com so appropriate action can be taken. Your safety and trust are our priority.