TikTok Shop UK Health & Compliance Supervisor

About Us:
Comfrt is one of the fastest-growing direct-to-consumer brands, dedicated to blending mental wellness, inclusivity, and elevated comfort into every piece we create. Our mission goes beyond clothing — we strive to build a community where everyone feels supported and seen.

About the Job:
The TikTok Shop UK Health & Compliance Supervisor is responsible for monitoring, resolving, and improving all TikTok Shop operational issues that affect performance, and seller compliance. This role owns operational escalations, TikTok UK violations, SPS risk management, product review moderation, and the communication workflow with Ops, Product, and Ecom. This role ensures that all operational inefficiencies are identified early, resolved quickly, and translated into long term improvements that protect the seller account and elevate the customer experience.

Key Responsibilities:

Operational Issues

• Own investigation and resolution of all TikTok Shop UK operational issues
• Vendor and partner coordination  with TikTok, logistics providers, and internal teams to resolve operational issues
• Monitor violation center alerts, flagged orders, and compliance warnings daily.
• Identify recurring operational breakdowns and partner with Ops/Product on root cause solutions.
• Manage all order-related escalations requiring cross-functional involvement.
• Ensure accurate case routing to prevent seller-fault cancellations.

SPS Risk Monitoring & Optimization

• Monitor SPS components daily: cancellations, disputes, ODR, logistics performance, and violations.
• Identify negative trends and execute corrective actions with Ops, Product, Ecom and CX.
• Implement preventative workflows that directly reduce SPS penalties.
• Report weekly SPS insights to the CX Director of Operations
  
  

Escalation Ownership

• Serve as a primary point of operational escalations.
• Prepare evidence packets for disputes and appeals.
• Provide final recommendations for high risk or multi layer operational issues.
• Ensure all escalations are documented, tracked, and resolved within SLA.
  
  

Ops, Product & Logistics Communication

• Own communication loops with Tech/Ops, Product, and Logistics partners (Flexport).
• Surface defect patterns, inventory issues, and fulfillment errors.
• Coordinate operational updates to ensure CX Social team receives accurate and timely information.
  
  

Team Support & Collaboration

• Provide day to day support for the CX & TikTok Shop teams on operational questions.
• Partner closely with the TikTok Shop team to translate operational issues into updated SOPs.
• Join daily/weekly standups to surface risks and provide operational guidance.
• Assist with QA, training, and performance alignment when issues are operational.
• Provide feedback on customer insights to marketing for CRM / Retention / loyalty and also product & creative.
  
  

Skills & Experience:

• Proven experience handling complex ecommerce order issues
• Strong knowledge of logistics, fulfillment, supply chain, and marketplace operations
• High proficiency in TikTok Seller Center
• Excellent analytical and investigative problem-solving skills
• Ability to interpret platform violations and compliance rules
• Strong communication and documentation abilities
• Experience supporting or mentoring CX team members
• High accuracy and detail orientation
• Calm under pressure; strong judgment in sensitive situations

Why Join Comfrt?

• Be part of a purpose-driven company that’s shaping the future of comfort and mental wellness.
• Work in a supportive, creative environment where your ideas and growth are valued.
• Enjoy Comfrt benefits such as generous paid time off, company-covered health insurance, 5% 401k match, and discounts on all Comfrt products! 
• Join a passionate team making an impact on exciting projects, all while enjoying the flexibility and collaborative support of a fully remote environment.

Comfrt is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.