Responsibilities
About the team: Our Customer Service Platform team builds and supports an all-in-one customer service platform for TikTok and international business teams, delivering both traditional and intelligent support solutions. Through our intelligent customer service initiatives, we are developing a chatbot that lowers the barrier for users to access help, enabling faster self-service issue resolution while significantly reducing human workload. Our Intelligent Operations team focuses on: 1. Establishing an intelligent customer service evaluation framework centered on Resolution Rate as the core metric, using multi-dimensional analysis to quantitatively assess real user experiences. 2. Harnessing multi-dimensional analytics and AI-driven insights to achieve end-to-end request precision and continuously optimize the customer journey through a closed-loop system. 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. Responsibilities: 1. AI Training Data Pipeline Management - Design annotation guidelines and quality assurance protocols tailored to US-specific conversational data - Manage the end-to-end data processing pipeline - Collaborate with Trust & Safety (TnS) teams to drive 90%+ annotation consistency across multiple labelers 2. Chatbot Performance Monitoring and Optimization - Monitor real-time key metrics such as chatbot-to-human handoff rates, customer satisfaction scores (CSAT), and more - Identify and diagnose performance issues using analytics platforms and tools 3. Localized Knowledge System Enhancement - Adapt and refine knowledge base content to align with US cultural norms and user expectations
Qualifications
Minimum Qualifications: - Bilingual proficiency in Mandarin, with the ability to communicate effectively with chatbot engineering teams based in China and to read and draft professional work documents in Chinese - 2 or more years of experience in data operations (AI-related fields preferred) - Hands-on experience with data annotation platforms and analytics tools (e.g., SQL, basic Python) - Demonstrated ability to drive key metric improvements through process management - Strong analytical skills with the ability to assess cases, structure operational improvements, and implement effective solutions - Comfortable generating creative solutions, leveraging technology and tools to enhance both individual and team performance - Deep interest in AI, human behavior, and user experience within customer service operations Preferred Qualifications: - Self-motivated, proactive, and positive, with the ability to thrive in a fast-paced environment and consistently meet deadlines - Enthusiastic about continuous learning and passionate about multi-intelligent operations in customer support - Experience in chatbot performance optimization and tuning - Familiarity with using generative AI technologies (e.g., GPT-assisted FAQ generation) for knowledge base development and maintenance - 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 $110000 - $170000 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
