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

TikTok
Singapore
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Interpersonal communication","Problem-solving","Quantitative analysis","Prioritization","Cross-functional collaboration"]

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.

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FursaFursa
TikTok
TikTok
1 month 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: 19 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
WebsiteLinkedIn