Job Title: TikTok Shop and Marketplace Operations Specialist (VA)
Location: Remote
Schedule: Monday - Friday. 9AM - 5PM EST
Salary Range:$1,400–$2,000 USD per month, with flexibility to offer a higher rate for exceptional candidates with extensive TikTok Shop Seller Center experience.
Responsibilities
1. Account Health and Appeals
- Monitor TikTok Shop account health daily in Seller Center: shop performance metrics, policy violations, listing takedowns, product and IP flags, and any warnings that put the shop or individual listings at risk.
- Draft, file, and follow up on appeals for listing violations, product qualification issues, and shop-level actions. Gather the supporting documentation (invoices, brand authorization, product evidence) and write appeals that get approved the first time.
- Prepare and submit brand authorization and product qualification applications for the brands we carry, including proof-of-purchase submissions, and keep our authorization records organized.
- Keep a running log of every violation, appeal, outcome, and root cause so we can see patterns and stop repeat issues at the source.
- Escalate anything that threatens shop standing immediately, with a clear summary of what happened and what you recommend.
2. Returns, Refunds, and Customer Issues
- Own the return and refund request queue in Seller Center: review requests, approve or decline within TikTok's timelines, and handle refund-only and partial-refund situations according to our policies.
- Work with our returns processor (Unturned), which receives, checks in, and grades every returned item. After grading, take the correct action in Seller Center: accept, reject, or appeal the return, and dispute returns where the item received does not match what the customer sent back.
- Track return reasons, return rates, and refund amounts by product so we can flag listings with abnormal return rates and fix the underlying cause (sizing information, images, listing accuracy).
- Handle customer messages tied to orders, returns, and shipping within TikTok's response-time requirements, and coordinate with fulfillment when an order problem needs action on the Amazon MCF or Fulfilled by TikTok side.
3. Listings and Catalog Maintenance
- Create new TikTok Shop listings for apparel and footwear: titles, descriptions, variant structure (color and size), images, size charts, attributes, pricing, and shipping templates, in line with our listing standards.
- Maintain existing listings: fix suppressed or deactivated listings, correct variant and attribute errors, update images and copy, and keep per-product shipping fees and templates accurate.
- Keep TikTok Shop listings aligned with our Amazon catalog using our UPC-based product map, so every TikTok variant points at the correct Amazon SKU for fulfillment and inventory sync.
- Work with the catalog team on product data and image sourcing, and flag listing quality issues that are hurting conversion or triggering policy flags.
4. Additional Marketplaces: Shein, Stadium Goods, and Shopify
- Create and maintain listings on Shein and, once it launches, our Shopify storefront, keeping product data, variants, images, and pricing consistent with our TikTok Shop and Amazon catalogs.
- Process Stadium Goods dropship orders that arrive through Shopify, coordinate shipment from the prep center, and keep order status and tracking current so nothing ships late.
- Work return requests and customer messages on Shein and Shopify within each platform's timelines, applying the same logging and root-cause tracking you use on TikTok Shop.
- Monitor account health and performance metrics on Shein, handle violations and appeals, and flag anything that puts the account or a listing at risk.
- Expect this to be a smaller share of the role than TikTok Shop, with the mix shifting as those channels grow and the Shopify storefront goes live.
5. Growth Areas (Trained Over Time, Not Day-One Requirements)
- Inventory sync: Run our recurring inventory sync check across TikTok Shop stock, our listing tool exports, and Amazon FBA inventory, and apply our stock rules (for example, zeroing TikTok stock when the mapped Amazon SKU runs low) so we never oversell.
- SOP documentation: Document the TikTok Shop procedures you own as written SOPs with Loom walkthroughs, as part of our company-wide effort to have an SOP for every recurring task.
- Further scope: As you learn the operation, you will be trained on additional areas such as promotion and campaign setup in Seller Center, sample request handling for the affiliate program, and setup work for the Shopify storefront launch. The exact mix will depend on where the business needs hands and where you show strength.
6. Reporting
- Deliver a short weekly operations summary covering TikTok Shop first and the other marketplaces second: account health status and open appeals, returns and refunds handled, orders processed, listings created or fixed, open issues, and next week's priorities.
- Maintain the trackers behind that summary (violation log, returns log, listing backlog) so leadership can review them at any time.
Requirements
- 1+ years of hands-on experience operating a TikTok Shop (US market) from the seller side in Seller Center, for a seller, agency, or VA service. Creator-side or affiliate-only experience does not qualify on its own.
- Direct experience with TikTok Shop account health: you have filed appeals for listing violations or shop-level actions and can describe what worked and what did not.
- Direct experience working the TikTok Shop returns and refunds queue, including disputing returns and handling partial refunds.
- Hands-on experience creating and maintaining TikTok Shop listings with multiple variants (color and size), including images, attributes, and shipping templates. Apparel or footwear listings are a plus.
- Organized and reliable with recurring queues: you can own a daily checklist, keep logs current, and never let a return request or appeal deadline slip.
- Comfortable in Google Sheets (filters, lookups, basic formulas) for logs, trackers, and inventory sync checks.
- Excellent written English. Appeals, customer messages, SOPs, and written updates are a daily part of this role.
- Strong working proficiency with AI tools, especially Claude (also ChatGPT, Gemini, or equivalents). You should already be using AI for drafting appeals and customer responses, writing listing copy, and documenting procedures. We will provide a Claude Pro account, and we expect you to make it core to your workflow.
Nice-to-Have
- Amazon Seller Central experience, especially account health, returns, or catalog work, since our marketplace operations are tied closely to our Amazon catalog and fulfillment.
- Experience with multichannel listing tools (we use 4Seller) and with Amazon Multi-Channel Fulfillment or Fulfilled by TikTok.
- Familiarity with TikTok Shop affiliate operations (sample requests, creator issues) or tools like Euka and FastMoss.
- Experience selling branded athletic apparel or footwear, and with brand authorization or proof-of-purchase requirements on TikTok Shop.
- Seller-side experience on Shein (listings, orders, returns, or account health).
- Shopify admin experience (orders, products, apps), or experience fulfilling dropship orders for a retail partner.
Tools You'll Use Daily
- TikTok Shop Seller Center (Account Health, Orders, Returns and Refunds, Products, Shipping Templates, Customer Messages)
- Shein Seller Center and Shopify admin (listings, orders, returns on our other marketplaces)
- 4Seller (listing and inventory management)
- Amazon Seller Central (inventory reports and MCF order lookups for context)
- Google Sheets and Drive (UPC map, violation and returns logs, sync checks)
- Slack, Asana, Gmail
- Loom (for SOPs and training, all videos in English)
- Claude (Pro account provided) for AI-assisted appeals, copy, and documentation
Benefits
- Remote Work: Work from anywhere—our team is global, and we value work-life balance.
- Growth Opportunities: As a key player i you’ll have the chance to shape your role and grow with us.
- Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.
As part of our recruitment process, all candidates are kindly asked to read, understand, and agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.
United States
Canada