Content Moderator Executive Customer Support – Mandarin Speaker

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 12 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