About this role
Job Title: Operations Associate (TikTok Shop) Job Type: Full-time / Remote (Philippines) Work Hours: PST Timezone
Job OverviewOur client, a fast-growing social commerce brand, is looking for an Operations Associate (TikTok Shop) to support day-to-day marketplace operations and ensure a smooth after-sales experience. In this role, you will manage orders, returns, refunds, exchanges, disputes, and logistics claims while maintaining accurate documentation, tight SLAs, and strong CX alignment.
You will play a critical role in marketplace compliance, operational accuracy, and overall channel growth.
Responsibilities Manage daily queues in TikTok Shop Seller Center, including returns, refunds, exchanges, and cancellations File and track logistics claims for lost or damaged shipments; follow through until resolution Prepare evidence and submit responses for appeals/disputes within the seller portal Coordinate replacements and reconcile related credits, inventory adjustments, and case notes Maintain accurate documentation, trackers, dashboards, and case notes Identify trends, recurring issues, and insights to inform business decisions Participate in weekly performance check-ins and process improvement sessions Requirements
1+ years of experience in e-commerce operations, order management, trust & safety, or customer support Strong written English communication skills High attention to detail with fast and accurate data entry Comfortable working with spreadsheets (Sheets/Excel) Experience using CRM/ticketing tools such as Zendesk, Gorgias, or EDesk Ability to stay organized, calm under pressure, and motivated by clearing queues and closing loops Remote work experience is a plus Nice-to-Have Familiarity with TikTok Shop, Shopify, Flexport, or similar marketplace platforms Experience with seller portals, after-sales workflows, and dispute resolution Understanding of platform SLAs, evidence formatting, and policy compliance Interest in scaling into marketplace operations, CX, or process design Benefits
Paid Time OffWork From HomeTraining & Development