💼 Full-Time Position

TikTok Shop - Head of Customer Experience and External Relations

🏢
Ellis Technologies, Inc.
📍 são paulo, são paulo, Brazil
📍
Location
são paulo, Brazil
📅
Posted
June 19, 2026
⏰
Type
Full-Time
🎯

Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

Job Description

TikTok Shop – Head of Customer Experience and External Relations

Employment Type: Regular

Job Code: A34431

Responsibilities

  • Define and drive a high-impact experience strategy that improves trust, reduces friction, and strengthens the end-to-end buyer journey.
  • Build scalable frameworks and mechanisms that establish a high bar for Experience Excellence across LATAM markets.
  • Anticipate customer needs upstream and empower intuitive, self‑service personalized experiences to reduce customer effort.
  • Build automated systems and processes that ensure we focus on the right customer while building a sustainable, abuse‑resistant business.
  • Lead investigations into key pain points—specifically returns, refunds, disputes, and support—to identify and fix structural issues.
  • Manage external relations‑related work, including utilizing AI to analyze video transcripts for sentiment and platform risk, while opt...