Automation Operation Specialist - USDS

Responsibilities

About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Team Intro
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for an Automation Operation Specialist role who is responsible for daily operations of intelligent service products.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Roles & Responsibilities
- Subject matter expert in automation and intelligence related products, process and operations
- Develop deep understanding of customers' needs and pain points, service SOP and Customers First mentality
- Close collaboration with cross-functional teams to translate customers' pain points into solutions including but not limited to workflow, knowledgebase, SOP, product annotation in order to drive automated resolution and to improve customers' satisfaction
- Automation operation includes:
- Construct and maintain the chatbot knowledge base, participate in the editing and maintenance of knowledge points to ensure they adhere to the latest service SOP, and continuously improve the resolution rate of answers and satisfaction
- Create reports and perform data analysis to break down issues and gather insights to drive optimization of the AI models of intelligent products, support the algorithm team in training set preparation and optimization result evaluation
- Responsible for the optimization of labeling data of intelligent products, improving the recall rate and accuracy of AI models, and promoting the continuous optimization of labeling tools and the formulation of labeling SOPs
- Review and enhance user-machine interaction of AI products and translation for interfaces
- Participate in AI product building & enhancement, through post quality inspection, badcase feedback, wording optimization, etc., and be responsible for the daily tracking and maintenance of key product metrics.

Qualifications

Minimum Qualifications:
- A minimum of 2 years experience in a customer service environment
- Prior experience with ecommerce chatbot automation
- Experience with working with large data sets and data analysis
- Demonstrates effective, clear and professional written and oral communication
- Eager to learn, takes the initiative and problem-solver
- Proactive and continuous improvement attitude
- High problem solving and priority skills

Preferred Qualifications:
- BA/BS degree or equivalent practical experience, major in computing, mathematics or statistics is a bonus
- Thrives in fast and dynamic environments
- Ability to navigate working under ambiguity
- Strong ability to collaborate and influence effectively with cross-country & cross-functional teams

D&I Statement
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

Accommodation Statement
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6

Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.