Merchant Support Jobs (NOW HIRING)

Responsibilities
The FBT Seller Growth team is TikTok Shop's front-line growth team responsible for driving scalable FBT adoption among core US L2L and POP merchants. Acting as the central connector between sellers, product, operations, and cross-functional partners, the team runs structured programs that promote widespread and advanced FBT usage - directly supporting the platform's 2026 FBT penetration goals. This is a merchant-facing logistics solution consultant role. Your core mission is to deeply understand each merchant's business situation and fulfillment pain points, recommend the right TikTok logistics solution (FBT, CBT, or TikTok Shipping), and guide merchants through adoption and sustained usage. Responsibilities 1. Conduct in-depth assessments of target merchants' business profiles - including order volume, category mix, warehouse location, existing fulfillment methods, and core pain points (e.g., LDR violations, high logistics costs, inconsistent dispatch SLAs) - and use data and business judgment to recommend the most suitable fulfillment solution (FBT / CBT / TikTok Shipping); 2. Clearly articulate the value proposition and use cases of each fulfillment solution to merchants, including cost savings (up to 30% logistics cost reduction), governance metric exemptions (OTDR, LDR, VTR, NRR, CCR), delivery speed improvements (3-day delivery), and platform traffic benefits - empowering merchants to make informed, business-driven decisions; 3. Own end-to-end onboarding support for merchants transitioning to FBT or CBT - including inbound planning (IBR target setting), warehouse configuration guidance, operational process alignment, and system setup confirmation - ensuring a smooth migration from existing fulfillment methods; 4. Proactively monitor and support merchants post-onboarding, identifying and resolving operational blockers (e.g., capacity requests, inventory planning, billing discrepancies, carrier handover issues) to maintain a stable fulfillment experience and drive continued FBT utilization growth; 5. Systematically document merchant pain points and product gaps encountered during solution selection and onboarding, conduct root cause analysis, and translate findings into high-quality product improvement proposals that drive continuous enhancement of the FBT/CBT merchant experience; 6. Actively participate in merchant recruitment and onboarding for new FBT/CBT capabilities (e.g., Large & Bulky, Aerosols, Multi-FC) - identifying eligible merchants, leading one-on-one merchant conversations, tracking merchant readiness, and driving scaled adoption of new capabilities; 7. Collaborate closely with BD, AM, and LSE teams to provide logistics solution support at each stage of the merchant funnel, ensuring a smooth and efficient conversion path from merchant interest to active FBT usage.
Qualifications
Minimum Qualifications: - Bachelor's degree or above; 3+ years of experience in e-commerce logistics, supply chain, or merchant operations. - Solid e-commerce logistics knowledge, including warehousing, inbound operations, first-mile logistics, last-mile delivery, platform fulfillment policies, and governance metrics (LDR, OTDR, NRR, CCR, etc.). - Strong solution diagnosis and problem-solving skills; ability to quickly identify merchant pain points from business data and propose actionable solutions. - Excellent merchant communication and relationship management skills; ability to translate complex logistics logic into clear, compelling, merchant-friendly language. - Ability to communicate effectively in cross-cultural, multi-team settings. Preferred Qualifications: - Experience as a logistics solution consultant, merchant support specialist, or BD at Amazon FBA, Cainiao, Shopify Fulfillment, or comparable e-commerce platforms is a strong plus. - Hands-on experience with FBT, CBT, or TikTok Shipping operations or merchant support is preferred. - Familiarity with cross-border e-commerce merchant operations and decision-making logic; experience serving Chinese sellers is a plus. - Experience supporting merchants across multiple categories (beauty, apparel, FMCG, large/bulky items, etc.) in logistics solution adoption is preferred.
Job Information
[For Pay Transparency]Compensation Description (Annually)
The base salary range for this position in the selected city is $102600 - $159600 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at