User Operations Specialist, Platform Responsibility

TikTok
San Jose
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Communication","Problem-solving","Multi-tasking","Analytical thinking","Ownership"]

Support internal platform users by responding to queries through the platform and IM chat, troubleshooting technical issues using internal databases and Engineering-provided solutions, and following up until problems are resolved. Analyze tickets to improve processes, maintain SOPs, and write daily reports while managing an escalation process. Help with training and user feedback projects, and contribute to daily data analytics such as QA sampling, metrics consolidation, and dashboard construction.

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FursaFursa
TikTok
TikTok
1 month ago

User Operations Specialist, Platform Responsibility

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Support internal platform users by responding to queries through the platform and IM chat, troubleshooting technical issues using internal databases and Engineering-provided solutions, and following up until problems are resolved. Analyze tickets to improve processes, maintain SOPs, and write daily reports while managing an escalation process. Help with training and user feedback projects, and contribute to daily data analytics such as QA sampling, metrics consolidation, and dashboard construction.
Location: San Jose
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Respond to internal platform user queries in a timely and accurate manner via internal platform and IM chat.
  • •Troubleshoot technical issues using internal databases, workarounds, and Engineering team solutions; follow up to ensure resolution.
  • •Maintain SOPs and follow the escalation process; communicate with Engineering teams as needed.
  • •Analyze tickets to identify process improvement opportunities and contribute to training and user feedback projects.
  • •Support daily data analytics work including QA sampling, metrics consolidation, dashboard construction, and data workflow governance.

Key Requirements

  • •Bachelor's degree.
  • •Technical support or User/Product Operations related experience in the internet industry.
  • •Thorough understanding of mobile-video products.
  • •Basic experience with coding, data construction, and visualization (Excel formulas, SQL join/CTE/window functions, and Python basics with pandas/numpy).
  • •Ability to work early morning, late evening, and/or weekend shifts as needed for time zones.
Experience:Internet industryMobile-video products
Education:Bachelor's
Skills:CommunicationProblem-solvingMulti-taskingAnalytical thinkingOwnership
Tech Stack:ExcelSQLCTEWindow functionsPythonPandasNumpyDashboards

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