Responsibilities
About the Team The future of e-commerce customer service is intelligent, efficient, and AI-driven. Our team is dedicated to replacing traditional human-agent customer service with an advanced AI-powered conversational system that provides instant, intelligent, and seamless support for TikTok's global e-commerce platform. By leveraging Large Language Models (LLMs) and NLP, we are building an AI customer service system that can understand user queries, resolve disputes, guide transactions, and enhance the overall shopping experience without the need for human intervention. Our cutting-edge AI is designed to handle complex customer interactions, including answering product inquiries, resolving order issues, processing refunds, and assisting sellers with operational tasks. Through LLM post-training, we ensure that our AI assistant is continuously learning and improving, providing more accurate, context-aware, and human-like interactions. By joining us, you will be at the forefront of transforming customer service in e-commerce, helping build an AI system that understands, adapts, and provides intelligent solutions — all while reducing costs and improving efficiency for merchants and the platform. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. What You Will Do Develop AI-Powered Customer Service Systems: Design and implement an AI-driven conversational customer service agent that can handle e-commerce inquiries, complaints, refunds, dispute resolutions, and logistical issues, replacing traditional human customer service agents. LLM Post-Training and Efficient Learning: Collaborate closely with algorithm teams to apply state-of-the-art LLM post-training techniques, such as instruction tuning, reinforcement learning from human feedback (RLHF), and continual learning, to optimize AI customer service responses with minimal labeled data. Model Optimization and Efficient Deployment: Research and implement model compression, quantization, and inference optimization methods. Design efficient deployment strategies, enhance open-source frameworks, and explore cutting-edge generative AI to deliver world-class conversational agents. RAG Technology and Applications: Lead the design and optimization of RAG frameworks, improve retrieval system performance, implement advanced algorithms, ensure system reliability, and build evaluation systems to optimize business outcomes.
Qualifications
Minimum Qualifications - Bachelor's degree or above in Computer Science, Artificial Intelligence, Mathematics, or related fields. - Proficient in developing languages such as Python, Go, C++, or Java. - Minimum 1 year of experience with large-scale software development, especially in high-concurrency and high-availability systems. Preferred Qualifications - Prior experience in building or contributing to dialogue agents, LLMs, prompt engineering or similar. - Familiar with top open-source projects (e.g., Dify, vLLM, sglang). - Participation in open-source communities or relevant project contributions. - Published papers or patents in relevant technical areas. Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $137750 - $237500 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 USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.
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.
USDS Reasonable Accommodation
USDS 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 https://tinyurl.com/USDS-RA
