Platform Experience Operations Specialist Graduate (TikTok Trust and Safety) - 2025 Start (BS/MS)

Responsibilities

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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.

The Trust and Safety platform team is responsible for protecting our users from harmful content and abusive behaviors. With the continuous efforts of our trust and safety platform team, TikTok can provide the best user experience and bring joy to everyone in the world.

The User Experience Enhancement team is dedicated to ensuring the satisfaction and experience of platform users. We achieve this by establishing a comprehensive User Experience Measurement system in collaboration with data science, analyzing user feedback and issues through root cause analysis, and conducting regular user satisfaction surveys. Additionally, we drive issue governance initiatives and collaborate with cross-functional teams to enhance products and systems, all with the overarching goal of continuously improving the platform user experience.

We are looking for talented individuals to join our team in 2025. As a graduate, you will get unparalleled opportunities for you to kickstart your career, pursue bold ideas and explore limitless growth opportunities. Co-create a future driven by your inspiration with TikTok.

Successful candidates must be able to commit to an onboarding date by end of year 2025. Please state your availability and graduation date clearly in your resume.

Applications will be reviewed on a rolling basis. We encourage you to apply early.

Candidates can apply for a maximum of TWO positions and will be considered for jobs in the order you applied for. The application limit is applicable to TikTok and its affiliates' jobs globally.

Responsibilities
- Set up NPS survey and support on the analysis and attribution of metric trends.
- Support ticket analysis to identify and cluster issues with root causes, follow up with internal teams to push for improvements on known issues.
- Identify user needs and bring up optimization requirements based on both NPS survey and ticket analysis.
- Assist and support experience enhancement projects if necessary.

Qualifications

Minimum Qualifications:
- Bachelor's Degree and above.
- Excellent problem-solving, critical thinking and analytical ability.
- Strong teamwork and communication skills.
- Learning ability, adaptability and being able to work with colleagues in different time zones.
- Proactive, being able to work under pressure, strong initiative and ownership.
- Flexibility to work on a shift basis twice a month to support users as needed, which may include weekends and public holidays. The morning shift would be 8am - 4pm and the afternoon shift would be 3pm - 11pm.

Preferred Qualifications:
- Internship or work experience related to user/platform experience operations in the internet industry.

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.

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/cdpT2