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

TikTok
Singapore
Workplace: OnsiteInternshipFunction: Administration & Executive AssistanceSkills: ["Structured thinking","Problem-solving","Communication","Root cause analysis","Fast-paced execution"]

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.

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FursaFursa
TikTok
TikTok
1 month ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 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
WebsiteLinkedIn