Job Description: Responsible for on-site control of the company's live streams and logistics support, assisting the host with backstage data, information alerts, and lighting equipment; complete pre-broadcast preparations, support the host's product introductions, scene interactions, and closing pushes, provide effective guidance and control, promptly post announcements and answer customer questions, maintain order in the live streaming room, and handle exceptional situations.
I. Before the Live Stream
1. Check equipment 20 minutes before going live
Ensure the stream starts on time as scheduled. Check:
- Whether the streaming phone, cooling fan, computer, fill light, and air conditioner can power on and run normally
- Whether the store backend, control panel, and product links are normal with no issues
- Whether the network connection is stable
2. Inspect the samples
- Check the gram weight and make sure all specifications are complete (if anything is missing, compensation must be paid at the original price).
- Make sure the samples are intact. If any are damaged, contact the operations team promptly for a replacement.
3. Learn the platform rules
Platform rules can change rapidly, so the control room operator shouldlearn about them as soon as possible、and memorize the prohibited termsto avoid compliance risks.
4. Confirm the day's promotions
Be sure you understand the company's new promotional offers, especially those introduced during holidays or campaigns, and use them appropriately to adjust your sales-closing scripts.
5. Confirm the paid audience's livestream start times in advance
Confirm each account's livestream start time a day in advance to avoid being short-staffed because the paid audience was notified at the last minute. If there are any last-minute changes (such as a stream being canceled due to weather or account-related issues), notify the paid audience immediately.
2. During the Livestream
During the livestream, the control room operator must fully cooperate with the host at all times, maintain a good livestream state and stable emotions, and keep the livestream scene under control.
1. Atmosphere Support
Product Introduction: Work in tandem with the host to boost the livestream room atmosphere and introduce product specifications. If the explanation runs too long without generating sales, promptly refresh the backend to check product data and remind the host to switch to "high click-through rate items" — via verbal cues or hand signals.
Public Chat Control: Prohibited terms that the host cannot say aloud (efficacy claims, absolute claims) should be handled by the control-room operatorby replying manually in the public chat or using a quick reply. If the host does not respond promptly to a customer's question, the control-room operator should reply in writing.
Negative Feedback Handling：
- Hater comments ("fake grass") → Block and mute
- Competitors saying "ours is expensive or bad" → Block and mute
- After-sales issues → check the order first: for normal after-sales, guide them to contact the shop's customer service; if it affects the livestream flow, mute first and inform them that the shop's customer service will contact customer service to resolve it
2. Smooth coordination
Pay attention to the host's livestreaming style, promptly make up for the host's shortcomings, and adapt to each host's livestreaming style.
3. Proficient in backend operations
| Backend | Entry point |
|---|---|
| Central Control Creator Dashboard | Search for "Ocean Engine Baiying" in the browser → open the first result → "Creator Workbench" → log in to Douyin → scan the QR code (use the account that will be streaming to scan it) |
| Store backend | Search for “Douyin Shop” in your browser → log in to Douyin → scan the QR code (scan with the account for the store linked to the link). |
4. Add Products
Creator Control Room dashboard → “Add Products” in the top-right corner → select the links to be used in the livestream → arrange them again and double-check → check for any omissions.Once added, verify the prices and product IDs.
5. Submit the Order
| Type | Explanation |
|---|---|
| Astroturfing orders | Post “Order placed” in the public chat. |
| Fake orders | Fake orders called out in sync with the pace to create a sense of low inventory |
| Genuine order — no special notes | To display the gift in the link, just insert a red flag |
| Genuine order — special notes | Flag it in red and clearly note the request → send the order number to customer service through the store and write “Order with special note” |
6. 5 Ways to Push Customers to Place an Order
- Create Urgency with Inventory: Create a sense of scarcity by limiting available inventory
- Create Urgency with Shipping: Emphasize fast dispatch and delivery
- Create Urgency with Free Gifts
- Create Urgency with After-Sales Service: Highlight after-sales support, taste testing, a seven-day no-reason return policy, shipping insurance, and more
- Create Urgency with Brand Endorsements: Leverage the brand and its reputation
7. Follow Up on Payment
When payment is not completed, promptly check whether the customer is still in the live room:
- Still in the live room → remind the host
- Not in the live room → copy the order number and send it to the customer service group so CS can follow up on payment
8. Repeat purchase discount policy for loyal fans
- Offer loyal fans benefits at 5% off (9.6 discount)Give loyal fans benefits at 5% off
- Discounts within 5% off (9.6) are controllable
- Discounts beyond 5% off (9.6) require special approval (if benefits are given without approval, the price difference must be covered personally)
9. Broadcast handover screenshots
Every host must take a screenshot when handing over or restarting a broadcast (Control Console → Data Dashboard, take the screenshot via WeCom and send it to the livestreaming department group).
10. Break discipline
Take breaks strictly during the times set by the company. If you need to leave the livestream room outside of break times, do not be away for more than 5 minutes, and tell the host why you are leaving (in special circumstances, notify your supervisor for special handling).
III. After the Livestream
1. Check that Equipment Is Turned Off
- Livestream computer, cooling fan, fill light, air conditioner → turned off and unplugged
- Phone → turn off and charge
- Check that all samples have the correct specifications and weights and are in good condition, ensuring they are ready for the next livestream.
- Put away samples that need refrigeration and place them in the refrigerator.
2. Review the Data
Review and summarize the livestream data and any issues encountered during the livestream in a timely manner.
3. Learn from Other Sellers
Watch other sellers’ livestreams and bring new approaches back to the team to share and learn from.
4. Cleanliness and 5S
Keep the livestream room clean; maintain office 5S management.
Control room livestream management items
Pre-broadcast checklist for the control room
| No. | Name | Notes |
|---|---|---|
| 1 | Livestream phone | Check whether it is charging |
| 2 | Phone cooler | Check whether it is charging |
| 3 | Product samples | Check whether the samples for today's livestream are fully prepared |
| 4 | Fill light | Check that the lighting adjustment works properly |
| 5 | Water | Check that you have enough water to drink during the livestream |
| 6 | Log in to the Douyin Shop backend | Check that the login is working properly |
| 7 | Log in to the livestream backend | Check that the login is working properly |
| 8 | Store link | Check that the product is working properly |
| 9 | Log in to the backend on the backup phone | Check that the backup phone is working properly |
I have reviewed and agree to take on the above job responsibilities. Signature：____________________
Confirmation date：____________________