2 days ago

SEA Governance OnCall Service Project Intern (TikTok Shop) - 2026 Start

✓ 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

Contribute to TikTok Shop’s Governance and Experience team by improving OnCall ticket processing, monitoring SOP effectiveness, and identifying root causes behind resolution gaps. Support SOP revamps to enhance agent usability and service accuracy, assist QA and escalation handling, and help with reporting and deep-dive analysis. This project intern role delivers hands-on experience in operational governance, quality, and process optimization in a fast-paced environment.

Location: Singapore

Workplace: Onsite

Employment Type: Internship

Job Function: Administration & Executive Assistance

Seniority: Intern level

Key Responsibilities

•Analyze OnCall ticket processing performance to monitor SOP effectiveness and improve close-loop tracking.
•Identify gaps such as long resolution time, low satisfaction, or low close-loop rate labels, and optimize SOP to improve resolution handling.
•Conduct ticket quality analysis with root cause analysis to identify operational gaps and initiate improvement actions.
•Assist in handling high-priority escalations from business stakeholders.
•Support ad hoc data requests/reporting and scrubbing for deep-dive analysis, and assist with SOP revamps for updated content and agent usability.

Key Requirements

•Currently pursuing an Undergraduate or Master's degree.
•Structured, logical thinking and strong problem-solving skills.
•Good written and verbal communication skills.
•Understanding of processes and working knowledge of call center operations.
•Experience with SOP design, plus capability to build data dashboards and perform data analysis.

Experience:Call center operationsSOP design

Skills:Structured thinkingProblem-solvingCommunicationRoot cause analysisFast-paced execution

Tech Stack:Data dashboards

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

SEA Governance OnCall Service Project Intern (TikTok Shop) - 2026 Start

✓ 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: Internship

Job Function: Administration & Executive Assistance

Seniority: Intern level

Key Responsibilities

•Analyze OnCall ticket processing performance to monitor SOP effectiveness and improve close-loop tracking.
•Identify gaps such as long resolution time, low satisfaction, or low close-loop rate labels, and optimize SOP to improve resolution handling.
•Conduct ticket quality analysis with root cause analysis to identify operational gaps and initiate improvement actions.
•Assist in handling high-priority escalations from business stakeholders.
•Support ad hoc data requests/reporting and scrubbing for deep-dive analysis, and assist with SOP revamps for updated content and agent usability.

Key Requirements

•Currently pursuing an Undergraduate or Master's degree.
•Structured, logical thinking and strong problem-solving skills.
•Good written and verbal communication skills.
•Understanding of processes and working knowledge of call center operations.
•Experience with SOP design, plus capability to build data dashboards and perform data analysis.

Experience:Call center operationsSOP design

Skills:Structured thinkingProblem-solvingCommunicationRoot cause analysisFast-paced execution

Tech Stack:Data dashboards

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn