Customer Service

• Configure customer service notifications
• Set up FAQs, saved responses, and response workflows
• Establish return, refund, and cancellation handling procedures
• Set escalation path for customer support issues

Advertising & Promotions Setup

• Link TikTok Ads Manager to the shop and configure the primary ad account
• Launch initial GMV Max campaign(s) — set target ROI, daily budget, and product selection
• Set up TikTok Search Ads with relevant keyword targeting to capture intent-driven discovery
• Configure TikTok Pixel if driving traffic to an external website or landing page
• Build out and maintain welcome promotions, platform coupons, and launch discount strategies in Seller Center

Affiliate / Creator Program Setup

• Enable and configure the Affiliate Center, including open and targeted collaboration plans
• Work with our Affiliate/Creator team to set baseline and tiered commission structures across product categories
• Work with our Affiliate/Creator team to establish a product seeding / free sample program and write a creator brief with content guidelines

PHASE 2 RESPONSIBILITIES — ONGOING MANAGEMENT & OPERATIONS

Daily Operations

• Monitor and respond to all buyer messages within 12 hours
• Verify the processing and fulfillment of new orders
• Review and action open return and refund requests in line with shop policy
• Monitor product and video comments for customer questions, complaints, or escalations
• Check the Shop Health dashboard daily for violations, warnings, or Late Dispatch Rate (LDR) increases

Weekly Operations

• Review GMV Max campaign performance (cost, orders, CPA, ROI) and adjust target ROI as needed
• Audit GMV Max creative assets and exclude under-performing videos
• Review inventory levels and initiate restock for SKUs approaching low thresholds
• Sync inventory counts across all sales channels to prevent overselling
• Review Search Ads keyword performance and refine bids and match types
• Monitor and respond to product reviews; flag patterns requiring action
• Update product listings as needed: pricing, imagery, descriptions, or promotional badges

Monthly Operations

• Produce a full performance report covering GMV, orders, ad spend, ROAS, and affiliate ROI
• Export raw order data and build a net revenue / P&L analysis — accounting for referral fees, transaction fees, affiliate commissions, and fulfillment costs
• Reconcile payouts against Seller Center invoices
• Review TikTok's ACE Powered Insights for platform-generated growth recommendations
• Analyze SKU-level performance and identify top and bottom performers
• Plan and schedule upcoming promotions, flash sales, and seasonal campaigns
• Work with our Affiliate/Creator Team to review and adjust affiliate commission rates; roll out performance bonuses for top creators
• Review FBT warehouse inventory and plan replenishment inbound shipments
• Conduct a shop health audit covering seller score, policy compliance, and LDR trends
• Monitor TikTok platform policy updates, fee changes, and new ad format rollouts

Quarterly / Strategic Operations

• Set and document measurable growth goals for the upcoming quarter in collaboration with stakeholders
• Evaluate catalog expansion opportunities: new SKUs, product bundles, or virtual bundles
• Review and optimize the fulfillment strategy mix (FBT vs. seller-ship vs. 3PL)
• Audit the full technology and integration stack: inventory sync tools, shipping apps, analytics platforms
• Evaluate eligibility for premium seller tiers including Star Shop and Mall status

Crisis & Issue Management

• Triage and respond to Shop Health violations — pause campaigns and slow order intake if LDR spikes
• Conduct root cause analysis for fulfillment failures or policy incidents and implement corrective action
• File TikTok support tickets with supporting documentation when external factors are responsible
• Manage chargebacks, fraud disputes, and escalated return or refund claims

REQUIRED EXPERIENCE & SKILLS

Platform & Technical

• Proven hands-on experience managing a TikTok Shop end-to-end via Seller Center — from initial registration through to active daily management
• Deep familiarity with TikTok Shop Ads — specifically GMV Max campaign setup, optimization, and creative management
• Working knowledge of Fulfilled by TikTok (FBT): inbound shipping, warehouse management, and fee structures
• Experience with TikTok Shop's affiliate and creator program: collaboration setup, commission structures, and creator relationship management
• Proficiency with TikTok Seller Center tools: Shop Health dashboard, ACE Powered Insights, order management, and promotions
• Experience integrating TikTok Shop with Shopify or other e-commerce platforms for catalog and inventory sync
• Familiarity with TikTok Search Ads and keyword-based campaign strategy

Operations & Analytics

• Strong understanding of TikTok Shop's fee structure — referral fees, transaction fees, FBT costs, affiliate commissions, and refund admin fees
• Ability to build and interpret P&L analyses and net revenue reports from raw Seller Center order data
• Experience managing customer service operations within a 12-hour response SLA
• Comfortable managing inventory across multiple fulfillment channels and preventing overselling

Soft Skills & Working Style

• Highly organized and process-driven — able to manage multiple daily, weekly, and monthly operational rhythms simultaneously
• Proactive communicator — surfaces issues, opportunities, and insights to stakeholders without prompting
• Comfortable working in a fast-moving platform environment where policies and features change frequently
• Detail-oriented with a strong compliance mindset around TikTok's evolving seller policies

WHAT SUCCESS LOOKS LIKE

• In the first 30 days: The shop is fully configured, the product catalog is live and approved, fulfillment is operational, the GMV Max campaign is running, and the affiliate program is open for creator applications.
• By 90 days: The shop has an active roster of affiliate creators generating content, ad campaigns have been optimized based on real performance data, and a regular reporting cadence is in place.
• Ongoing: The shop maintains a healthy seller score, a sub-12-hour message response rate, and a consistent upward GMV trend quarter-over-quarter.

Originally posted on Himalayas