Service Solution Operations Specialist, Intelligent Customer Service — TikTok

Product manager

Service Solution Operations Specialist, Intelligent Customer Service — TikTok

Location

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Employment Type

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Regular

Job Code

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A65941

Responsibilities

Our team builds TikTok's intelligent customer service that serves users across the globe. Our mission is to ensure every user gets an efficient and accurate solution whenever they encounter issues — with AI resolving the vast majority of them. To achieve this, we focus on three key objectives: Easy Access to Support, AI-Powered Resolution, and Seamless Human Handoff.

About the Role

An AI agent can only solve what it has the right SOP and tools for. As a Service Solution Operations Specialist, you own the "solvability" of our AI customer service: you design SOPs (AI skills) that actually resolve user issues rather than merely explain them, drive business teams to expose the tools/APIs the AI needs to execute solutions, and validate every change against service quality metrics.

Responsibilities

• SOP/Skill Design & Optimization: Analyze unresolved sessions and bad cases to identify SOP gaps; author and iterate SOPs (AI skills) that enable the AI to resolve user issues end-to-end; define and maintain the quality standard of the SOP/knowledge base.
• Tool & API Enablement: Identify scenarios where the AI fails because it lacks executable tools; partner with business teams (account, appeals, payments, etc.) to define and integrate the APIs the AI needs; design tiered authorization and guardrails for high-risk operations (account security, funds).
• Cross-team Co-build: Establish standardized SOP/tool co-build mechanisms with business lines, including proactive sync and assessment when business policies change (e.g., bans, penalties).
• Quality Validation & Iteration: Measure every SOP/tool launch against service quality metrics (resolution rate, service quality score); run the discover-fix-validate loop, increasingly with AI doing the first pass and humans reviewing.

Qualifications

Minimum Qualifications:

• Bachelor's degree or above; 3+ years in product operations, service operations, or strategy roles.
• Structured problem-solver: able to decompose vague user problems and business policies into clear, executable SOPs.
• Solid data mindset: uses metrics to locate problems and validate solutions.
• Strong cross-functional drive: able to align stakeholders and push external teams to deliver without authority.
• Working knowledge of LLM/agent concepts (prompting, skills, tool calling).

Preferred Qualifications:

• Hands-on experience building SOPs/prompts/skills for LLM-based bots or agents.
• Customer service or trust & safety domain experience.
• Experience working across global teams and timezones.

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $93600 - $220400 annually.

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Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

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Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

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The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

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For Los Angeles County (unincorporated) Candidates:
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Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

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1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

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2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

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3. Exercising sound judgment.

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About TikTok

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

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We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

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Diversity & Inclusion

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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.

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TikTok Accommodation

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://tinyurl.com/RA-request