2 days ago

Service Solution Operations Specialist, Intelligent Customer Service — TikTok

✓ 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

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

Website LinkedIn

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TikTok

2 days ago

Service Solution Operations Specialist, Intelligent Customer Service — TikTok

✓ 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: 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

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn