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Role Description

KITSCH is looking for a detail-oriented problem solver to own case management and issue resolution for our TikTok Shop channel. This role is the front line for keeping our TikTok Shop operations running smoothly—managing cases, resolving listing errors, navigating compliance issues, and escalating problems when needed. If you've spent time in Amazon Seller Central troubleshooting cases, managing compliance, and keeping listings healthy, you already have the foundational skills for this role. We're looking for someone who can bring that operational rigor to TikTok Shop and help us build best-in-class processes on this rapidly growing platform.

Responsibilities

• Case Management & Issue Resolution
  • Own the full lifecycle of TikTok Shop support cases from identification through resolution.
  • Maintain organized case logs with clear documentation, status tracking, and resolution notes.
  • Troubleshoot issues independently before escalating, exhausting self-service options first.
  • Open and manage cases with TikTok Shop support when issues require platform intervention.
• Compliance & Policy Management
  • Monitor and address compliance notifications, policy violations, and account health issues.
  • Stay current on TikTok Shop policies and proactively flag potential compliance risks.
  • Work cross-functionally to ensure product listings meet platform requirements before going live.
• Listing Health & Error Resolution
  • Identify, diagnose, and resolve listing errors, suppressed products, and catalog issues.
  • Partner with content and creative teams to fix listing defects related to images, descriptions, or attributes.
  • Track recurring issues and recommend process improvements to prevent future errors.
• Escalation Management
  • Develop relationships with TikTok Shop support contacts to improve escalation outcomes.
  • Know when to escalate vs. when to push for resolution through standard channels.
  • Document escalation paths and create playbooks for common high-priority issues.
• Reporting & Process Improvement
  • Provide regular reporting on case volume, resolution times, and issue trends.
  • Identify patterns in cases that indicate upstream problems (content, supply chain, etc.).
  • Build and refine SOPs for case management and issue resolution workflows.

Qualifications

• Required 2+ years of experience in marketplace case management, seller support, or platform operations (Amazon, Walmart, eBay, or similar).
• Proven track record of resolving complex platform issues through support channels.
• Strong documentation habits—you keep meticulous records and can hand off cases cleanly.
• Ability to stay calm and persistent when navigating frustrating support interactions.
• Excellent written communication skills for case submissions and internal reporting.
• Self-starter mentality with ability to work independently and prioritize effectively.
• Direct experience with TikTok Shop Seller Center.
• Background in Amazon Seller Central case management and Account Health.
• Experience with compliance management and policy interpretation.
• Familiarity with catalog/listing management systems.
• Experience creating SOPs and process documentation.

Benefits

• Type of Contract: Full-Time
• Modality: Remote
• A dynamic team
• An open mind for new ideas
• Growth… growth and some more growth!

Company Description

KITSCH is proud to be recognized as a self-financed, female-owned global accessory brand built on positivity and pure hard work. Established in 2010, with a business plan no longer than a paragraph, Kitsch has grown from door-to-door sales to selling products in over 27 countries across 20,000 retail locations worldwide. KITSCH is committed to creating high-quality products that are effortless, elevated, and easy to use. From fashionable shower caps to our viral towel scrunchies, we aim to evolve your everyday essentials. We believe that everyone should feel confident when purchasing our products, no matter your hair type, style, or budget.