2 days ago

AI Analysis & Performance Analyst - Customer Support, Trust & Safety

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Develop analytics and reporting that turn large datasets into data-driven insights for TikTok’s Performance & Insights Customer Support team. Use statistical regression, hypothesis testing, predictive analysis, and applied machine learning—especially LLMs—to measure KPI movement, validate automation with A/B tests, diagnose root causes, and support scalable AI automation that improves user and agent experiences globally.

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Develop and execute analytics and reporting initiatives that deliver data-driven insights to strategy, operations, business, engineering, and R&D teams globally.
•Work with large datasets to solve ambiguous problems using statistical and analytical approaches.
•Conduct quantitative analysis using statistical regression, machine learning, and hypothesis testing; present findings and recommendations to improve business growth and customer satisfaction.
•Create and apply measurement frameworks for KPI fluctuation and impact of business initiatives; design indices for continuous monitoring.
•Design and implement foundational tests, including A/B tests, to evaluate customer support automation and customer service effectiveness.

Key Requirements

•Experience with AI chatbot, automation, and measuring impact in an operations role within a BPO/social media/call center environment.
•At least 3 years of experience developing models or building data pipelines, with hands-on experience applying LLM technologies to real-world problems.
•Strong proficiency in Python and SQL.
•Experience with applied ML, particularly Large Language Models (LLMs), translating data into user insights and product impact.
•Strong interpersonal and communication skills to partner with operational leadership and cross-functional stakeholders in a dynamic environment.

Experience:3+ years

Skills:Interpersonal communicationProblem-solvingQuantitative analysisPrioritizationCross-functional collaboration

Tech Stack:PythonSQLMachine learningLarge Language Models (LLMs)LLMsA/B testing

Company Brief

TikTok

Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn

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TikTok

2 days ago

AI Analysis & Performance Analyst - Customer Support, Trust & Safety

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Develop and execute analytics and reporting initiatives that deliver data-driven insights to strategy, operations, business, engineering, and R&D teams globally.
•Work with large datasets to solve ambiguous problems using statistical and analytical approaches.
•Conduct quantitative analysis using statistical regression, machine learning, and hypothesis testing; present findings and recommendations to improve business growth and customer satisfaction.
•Create and apply measurement frameworks for KPI fluctuation and impact of business initiatives; design indices for continuous monitoring.
•Design and implement foundational tests, including A/B tests, to evaluate customer support automation and customer service effectiveness.

Key Requirements

•Experience with AI chatbot, automation, and measuring impact in an operations role within a BPO/social media/call center environment.
•At least 3 years of experience developing models or building data pipelines, with hands-on experience applying LLM technologies to real-world problems.
•Strong proficiency in Python and SQL.
•Experience with applied ML, particularly Large Language Models (LLMs), translating data into user insights and product impact.
•Strong interpersonal and communication skills to partner with operational leadership and cross-functional stakeholders in a dynamic environment.

Experience:3+ years

Skills:Interpersonal communicationProblem-solvingQuantitative analysisPrioritizationCross-functional collaboration

Tech Stack:PythonSQLMachine learningLarge Language Models (LLMs)LLMsA/B testing

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn