Job Summary

We are seeking a Mandarin-speaking Content Moderator / Customer Support Executive (Sichuan dialect, Mainland China) to support a leading e-commerce platform. The role involves content moderation, seller and customer support, issue investigation, and escalation, while ensuring platform policy, legal compliance, and service quality standards are met. The ideal candidate is customer-centric, detail-oriented, and comfortable working in a fast-paced e-commerce environment.

Key Responsibilities

Content Moderation & Compliance

• Review and moderate platform content in accordance with policy, legal, and safety standards.
• Ensure content is reviewed within agreed Service Level Agreements (SLAs) and quality benchmarks.
• Escalate complex or high-risk issues to TikTok in accordance with the MSA, SOW, and knowledge base.
• Adapt to policy updates, workflow changes, and shifting schedules while adhering to SOPs.
• Handle high queue volumes during peak and promotional seasons.

Customer & Seller Support

• Handle inbound and outbound interactions (calls, email, chat, IM) professionally.
• Investigate and resolve reported issues from buyers, sellers, customers, and creators (e.g., orders, logistics, account issues).
• Demonstrate empathy, composure, and rational decision-making when handling sensitive or time-critical cases.
• Manage escalations effectively while maintaining service quality and customer satisfaction.

Seller Account & Business Support (Where Applicable)

• Support assigned sellers or accounts to drive operational excellence and business growth.
• Build and maintain strong relationships with sellers as a primary point of contact.
• Monitor seller performance, identify growth opportunities, and provide tailored e-commerce solutions.
• Use strong selling and influencing skills to encourage seller participation in platform programs.

Data, Tools & Operations

• Accurately document cases and investigations using provided guidelines and templates.
• Use CRM systems (e.g., Salesforce, Zendesk) and productivity tools (Excel, Google Sheets).
• Work with dashboards and perform basic data analysis on KPIs, SLAs, and performance metrics.
• Handle repetitive tasks efficiently with high accuracy and attention to detail.

Experience - Candidates may be considered under different experience tracks:

Senior Level

• Minimum 3 years in customer service/support, with at least 1 year in telesales, account management, or customer success.
• Proven experience managing sellers/accounts and meeting performance metrics (SLA, CSAT, business KPIs).

Mid / Entry Level

• Minimum 1–2 years of experience in customer service or support.
• Experience in call center (voice & non-voice), moderation, e-commerce, or service industry is preferred.

Fraud / Investigation Track (If Applicable)

• Minimum 2 years’ experience in e-commerce fraud, abuse, cybercrime investigation, or customer service.
• Strong investigative, analytical, and documentation skills.

Skills & Competencies

• Strong understanding of e-commerce operations, seller needs, and marketplace dynamics.
• Goal-oriented with a track record of meeting or exceeding KPIs.
• Detail-oriented, meticulous, and highly organized.
• Comfortable handling large data sets and repetitive tasks with minimal errors.
• Ability to multitask and manage multiple interactions simultaneously.
• Proactive, adaptable, and eager to learn.

Education

• SPM and above 

Language Requirements

Primary Language:

• Mandarin Chinese (Putonghua) – Native or fluent
• English – Minimum B2 proficiency
• Proficiency in Northeast Mandarin (东北话 / Dongbei Mandarin) is an added advantage
• Familiarity with Mainland China regional expressions, slang, and cultural nuances is an advantage
• Sichuan Dialect (四川话 / Sichuanese Mandarin) – Strong spoken proficiency required