Product Operations Specialist, Intelligent Customer Service - TikTok

TikTok
San Jose
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Structured problem-solving","Cross-functional collaboration","Data-driven decision making","Stakeholder alignment","Quality validation"]

Own the “solvability” of TikTok’s AI customer service by designing and iterating SOPs (AI skills) that enable end-to-end issue resolution. Partner with business teams to expose the APIs and guardrails the agent needs for safe, high-risk actions. Co-build standardized SOP/tool mechanisms with product and policy stakeholders, and validate each launch against service quality metrics using a discover-fix-validate loop.

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FursaFursa
TikTok
TikTok
1 month ago

Product Operations Specialist, Intelligent Customer Service - TikTok

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own the “solvability” of TikTok’s AI customer service by designing and iterating SOPs (AI skills) that enable end-to-end issue resolution. Partner with business teams to expose the APIs and guardrails the agent needs for safe, high-risk actions. Co-build standardized SOP/tool mechanisms with product and policy stakeholders, and validate each launch against service quality metrics using a discover-fix-validate loop.
Location: San Jose
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Analyze unresolved sessions and bad cases to identify SOP gaps and author/iterate SOPs (AI skills) for end-to-end resolution.
  • •Identify AI failures due to missing executable tools; partner with business teams to define and integrate required APIs and design authorization/guardrails for high-risk operations.
  • •Establish standardized SOP/tool co-build mechanisms with business lines and conduct proactive sync when business policies change.
  • •Measure each SOP/tool launch against service quality metrics (resolution rate, service quality score) and run a discover-fix-validate loop with humans reviewing.
  • •Maintain the quality standard of the SOP/knowledge base.

Key Requirements

  • •Bachelor's degree or above and 3+ years in product operations, service operations, or strategy roles.
  • •Decompose vague user problems and business policies into clear, executable SOPs.
  • •Use metrics to locate problems and validate solutions.
  • •Drive cross-functional alignment and push external teams to deliver without authority.
  • •Working knowledge of LLM/agent concepts (prompting, skills, tool calling).
Experience:3+ yearsCustomer serviceTrust & safetyLLM agents
Education:Bachelor's
Skills:Structured problem-solvingCross-functional collaborationData-driven decision makingStakeholder alignmentQuality validation
Tech Stack:LLMAgent conceptsPromptingSOPsTool callingAPIsLLM-based bots

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