Self-Service and Automation Specialist - 2025 Start

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.

About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Team (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for an Automation leader to manage the Automation team operation to fulfill the business' needs, and drive continuous improvement together with cross functional teams.

We are looking for talented individuals to join us 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.

Candidates can apply to a maximum of two positions and will be considered for jobs in the order you apply. The application limit is applicable to Tiktok and its affiliates' jobs globally. Applications will be reviewed on a rolling basis - we encourage you to apply early.

Responsibilities

• Responsible for customer self service and chatbot product operation of TikTok shop platform, by tracking product usage data, analyzing user feedback, continuously improving robot customer service's ability to solve problems and service experience.
• Conduct competitor analysis to identify capability gaps, analyze the differences, produce research results and reports.
• Directly manage chatbot operations and help center article creation, including copywriting and configuration to reflect regional nuances.
• Collaborate with algorithm and product teams to enhance automation modeling and self-help feature capabilities, tailored to the diverse markets within the region.
• Actively learn AI-related technical knowledge and collaborate with products, technologies, algorithms, etc. to promote product iteration and updates.

Qualifications

Minimum Qualifications

• Graduates in 2025 or later, with a bachelor's degree or above, majoring in computer, psychology, economics, statistics or related fields.
• Have a high sense of responsibility, creative thinking initiative, and goal-oriented ability.
• Have the ability to communicate, cooperate and analyze data, and be able to find problems with data.
• Be able to communicate fluently in English and be skilled at using work software.

Preferred Qualifications

• Internship experience in Internet products or operations, with experience in customer service or project management preferred.
• Strong problem-solving and issue-resolution skills, with the ability to work in a deadline-driven environment, attention to detail and the ability to multitask.

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 enrich life. 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.

By submitting an application for this role, you accept and agree to our global applicant privacy policy, which may be accessed here: https://careers.tiktok.com/legal/privacy.

If you have any questions, please reach out to us at [email protected]