Marketplace Customer Support Specialist

Decision Support Systems Pte Ltd

Marketplace Customer Support Specialist providing support on TikTok Shop and global marketplaces. Handling customer inquiries and supporting data analysis for decision-making.

Posted 7/19/2026contractRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing customer support within e-commerce marketplaces, particularly on TikTok Shop, while effectively managing high-volume inquiries and maintaining compliance with platform policies. Proficient in data collection and analysis to support reporting and strategic initiatives.

Highest-signal resume keywords

Customer Support ExperienceLive Chat ManagementMarketplace Tools ProficiencyData Collection and AnalysisStrong Written English Communication

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

E-Commerce Marketplace SupportFraud Claims HandlingOrder Issue ResolutionSLA ManagementData Organization

Soft Skills

Detail-OrientedTime ManagementProactive MindsetEmpathetic CommunicationDe-Escalation Skills

Tools & Technologies

TikTok Seller InterfaceMarketplace Seller ToolsCustomer Support Systems

Industry Keywords

CSATRefundsPlatform Policy EnforcementCustomer FeedbackIssue Trends

About the role

Key responsibilities & impact

Provide reactive customer support via live chats, messages, and inquiries on TikTok Shop and other global marketplaces (e.g., handle fraud claims, order issues, product questions).
Meet strict platform SLAs (e.g., respond to TikTok inquiries within 1 day – missing this trigger automatic customer refunds).
Operate directly inside the TikTok app and other marketplace seller/creator tools for real-time support.
Proactively collect and organize data (e.g., customer feedback, issue trends) to support QBRs, reporting, and strategic initiatives.
Escalate complex issues appropriately while maintaining high CSAT and compliance.
Document interactions, resolutions, and insights into shared systems for team visibility.
Support 24/7 operational coverage in alignment with global team needs.

Requirements

What you’ll need

1–3 years’ experience in customer support or live chat/message management on e-commerce marketplaces (TikTok Shop, eBay, Shopee, Lazada, or Amazon strongly preferred).
Proven ability to handle high-volume reactive support with strict SLAs and de-escalation skills.
Strong written English communication (clear, professional, empathetic tone).
Experience with marketplace tools/apps (especially TikTok seller/creator interfaces).
Proactive mindset – ability to collect/analyze data for reports and identify trends.
Detail-oriented with excellent time management and ability to prioritize under pressure.
Familiarity with fraud claims, refunds, and platform policy enforcement.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Decision Support Systems Pte Ltd Website LinkedIn All Job Openings 51 - 200 employees Founded 1985 💳 Fintech ☁️ SaaS Fintech
Consulting
SaaS Decision Support Systems Pte Ltd is a company that specializes in providing tailored solutions for clients by integrating strategic planning with technology. Since its inception in 1985, the firm has focused on enabling clients to achieve their goals through a holistic approach that begins with understanding their unique needs and desired outcomes. By architecting solutions that prioritize purpose and function, Decision Support Systems aims to facilitate sustainable financing and scalable strategies in various industries. Marketplace Customer Support Specialist Job not on LinkedIn 🔥 56 minutes ago 🇵🇭 Philippines – Remote ⏳ Contract/Temporary 🟡 Mid-level 🟠 Senior 💝 Customer Support Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Provide reactive customer support via live chats, messages, and inquiries on TikTok Shop and other global marketplaces (e.g., handle fraud claims, order issues, product questions).
Meet strict platform SLAs (e.g., respond to TikTok inquiries within 1 day – missing this trigger automatic customer refunds).
Operate directly inside the TikTok app and other marketplace seller/creator tools for real-time support.
Proactively collect and organize data (e.g., customer feedback, issue trends) to support QBRs, reporting, and strategic initiatives.
Escalate complex issues appropriately while maintaining high CSAT and compliance.
Document interactions, resolutions, and insights into shared systems for team visibility.
Support 24/7 operational coverage in alignment with global team needs. 🎯 Requirements
1–3 years’ experience in customer support or live chat/message management on e-commerce marketplaces (TikTok Shop, eBay, Shopee, Lazada, or Amazon strongly preferred).
Proven ability to handle high-volume reactive support with strict SLAs and de-escalation skills.
Strong written English communication (clear, professional, empathetic tone).
Experience with marketplace tools/apps (especially TikTok seller/creator interfaces).
Proactive mindset – ability to collect/analyze data for reports and identify trends.
Detail-oriented with excellent time management and ability to prioritize under pressure.
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