User Operations Specialist - Trust and Safety

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.

Our Platform User Operations (PUO) Team is responsible for providing instant troubleshooting and consulting services to internal platform users. This position is mainly responsible for: receiving and resolving user queries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experiences.

Responsibilities
- Respond to user queries in a timely and accurate manner, via internal platform and IM chat
- Identify user needs, and quickly troubleshoot technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams;
- Follow up with users to ensure the reported technical issues are resolved;
- Analyse tickets to identify process improvement opportunities;
- Assist and support training projects and user feedback projects;
- Assisting with daily data analytics work, such as QA sampling, metrics consolidationg, dashboard construction, data workflow governance, etc.
- Partner with the Engineering team on product optimizations will be a plus.
- This role follows a shift schedule - 7 days with 2 days off in lieu weekly and the shift might be on a ration basis.

Qualifications

Minimum Qualifications
- Bachelor's degree, with minimum 1 year of work experience
- Technical support or User/Product Operations related experience in the internet industry.
- Thorough understanding of mobile-video products.
- Flexibility and willingness to support various projects as needed.
- Basic experience and knowledge in coding, data construction, and visualization
- Excel formulas, SQL functions (join, CTE, window function), Basic Python (pandas, numpy)
- Flexibility to work early morning and/or late evening and/or weekend shifts as needed due to time zone differences.

Preferred Qualifications:
- 2-3 years in a very similar tech / troubleshooting / support role at a big tech or late-stage startup company
- Quick learner with analytical skills
- Excellent communication and problem-solving skills
- The ability to multi-task and work under pressure
- Self-driven, with a strong sense of ownership
- Ability to meet 5 days in office requirement.

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