Product Operations Specialist, Intelligent Customer Service - TikTok
Core
Designing SOPs and tools to enable TikTok's AI customer service agents to resolve user issues end-to-end.
Role type
Product Operations Specialist (AI Customer Service)
Builds
AI customer service resolution capabilities
Domain
Consumer Social Media / AI Customer Service
Deliverable
production ML models
Required skills
SOP design, API integration, cross-functional stakeholder alignment, data-driven problem solving, LLM/agent concepts
Preferred skills
LLM bot/SOP building, trust & safety domain experience, global team collaboration
Technologies
LLMs, AI agents, APIs
Responsibilities
Analyze unresolved sessions to identify SOP gaps and author iterative AI skills; Partner with business teams to define and integrate necessary APIs for AI execution; Establish co-build mechanisms with business lines for policy changes; Measure SOP/tool launches against service quality metrics.
