Responsibilities
Team Introduction 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. We are looking for talented individuals to join our team in 2026. As a graduate, you will get opportunities to pursue bold ideas, tackle complex challenges, and unlock limitless growth. Launch your career where inspiration is infinite at TikTok. Successful candidates must be able to commit to an onboarding date by end of year 2026. Please state your availability and graduation date clearly in your resume. Candidates can apply to a maximum of two positions and will be considered for jobs in the order you apply. The application limit is applicable to TikTok and its affiliates' jobs globally. Applications will be reviewed on a rolling basis - we encourage you to apply early. Responsibilities - Develop AI Customer Support Systems: Build and optimize AI-driven customer service models capable of handling high-volume, complex user inquiries while ensuring high response accuracy and reliability. - Enhance LLM-Based Customer Interaction Models: Implement LLM post-training strategies to improve customer support interactions, reducing errors, hallucinations, and irrelevant responses. - Create Automated Dispute Resolution & Policy-Adaptive AI: Develop intelligent models capable of handling disputes, verifying transaction details, and ensuring platform compliance in automated responses. - Develop Multilingual Support & Translation Models: Enhance the platform’s AI translation capabilities for real-time multilingual customer service interactions, ensuring smooth cross-language communication. - Refine Response Evaluation Metrics: Define and implement quality evaluation metrics for AI-generated responses to track customer satisfaction and improve conversational AI quality through A/B testing and iterative optimization. - Enable AI-Seller Collaboration: Build AI-powered seller assistance tools to help merchants quickly respond to customer inquiries, manage store operations, and resolve disputes efficiently. - Optimize Large-Scale Model Deployment: Work on model compression, inference optimization, and edge AI deployment to ensure real-time, high-quality customer service experiences at scale.
Qualifications
Minimum Qualifications - Final year graduates in Computer Science, engineering or quantitative field. - Experience in one of the following fields: machine learning, NLP, and computer vision. - Experience with software development in at least one of the following programming languages: C++, Python, Go, Java - Good sense of teamwork and communication skills, practical experience in relevant business scenarios is preferred. Preferred Qualifications - LLM Development & Post-Training Expertise: Experience in fine-tuning, distillation, or reinforcement learning of large language models for conversational AI applications. - Multilingual AI Development: Proficiency in multilingual NLP, machine translation, and cross-lingual dialogue modeling. - E-commerce Business Acumen: Understanding of e-commerce policies, dispute resolution workflows, and merchant-buyer interactions to enhance AI service design. - Advanced NLP & Deep Learning: Strong grasp of AI agents, retrieval augmented generation, mixture of experts, sparse attention, reinforcement learning, inference time scaling etc. for improving AI dialogue quality. - Scalability & Efficiency: Experience in distributed model training, low-latency inference, and edge AI for large-scale customer service applications. By submitting an application for this role, you accept and agree to our global applicant privacy policy, which may be accessed here: https://careers.tiktok.com/legal/privacy If you have any questions, please reach out to us at apac-earlycareers@tiktok.com
Job Information
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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.
