AI Performance & Insights Analyst - Customer Support, Trust & Safety

Responsibilities
This role is responsible for developing and executing on analytics and reporting initiatives which deliver data-driven insights to internal and external stakeholders, including strategy, operations, business, engineering, and R&D teams in both US and globally. You are playing a key role in empowering TikTok's platform to achieve AI automation. You will contribute to the development of industry-leading capabilities to optimize human-AI task allocation, enhance operational efficiency through intelligent automation, and drive scalable solutions that improve user and agent experiences globally.You must be able to work both independently and as part of a team to deliver on a dynamic set of needs in a fast-paced environment. Specific responsibilities include:
- Work with large datasets to solve problems that could be ambiguous and nuanced using a variety of analytical and statistical approaches.
- Conduct quantitative analysis using statistical regression, machine learning, as well as hypothesis testing and present analysis and recommendations in a user friendly manner to propel business growth and customer satisfaction.
- Develop a scientific approach to measure KPI fluctuation, impact of business initiatives, and customer experience and design indexes for continuous monitoring.
- Design and implement foundational tests including A/B for measuring the effectiveness of customer support automation and customer service.
- Create documentation articulating the underlying assumptions, design of test, success metrics, and conclusion.
- Have familiarity with best practices and pragmatic approaches for addressing common issues including data quality, seasonality, insufficient training dataset, etc.
- Perform predictive analysis and support business partners with revenue and loss forecasts, budgeting, risk and incident management to proactively address foreseeable challenges.
- Conduct deep dive analysis and diagnosis to identify patterns, concentrations, correlations, root causes to provide transparency into business and product performance.
- Partner with Product, Engineering, Data Science, Operations and cross-functional teams to inform, influence, support, and execute strategy and decisions.
- Demonstrate understanding of common challenges facing TikTok business, key products, and the competitiveness of the marketplace.

Qualifications

Minimum Qualifications
- At least 5 years of experience in development or model/data pipeline development, with hands-on experience applying LLM technologies to real-world problems.
- - You have experience working on AI chatbot, automation, and measurement and impact in an Operations role within a BPO / Social Media / Call center environment - experience with Customer Support would be an advantage;
- You have the ability to work effectively in a dynamic environment, strong interpersonal and communication skills to engage with operational leadership and xfn stakeholders;
- You are efficient and able to prioritize, plan and multi-task with the ability to translate action steps into a systematic process;
- Strong proficiency in programming languages for both Python and SQL
- Experience in applied ML, particularly with Large Language Models (LLMs) and a strong track record of translating data into user insights and product impact.

Preferred Qualifications
- Clear understanding of data pipeline, model development, model testing and deployment;
- Intellectual curiosity, along with excellent problem-solving and quantitative skills, including the ability to desegregate issues, identify root causes and recommend solutions.
- Prior experience in working on community insights / content understanding

Client-provided location(s): Singapore

Job ID: TikTok-7558117482986768647

Employment Type: OTHER

Posted: 2025-10-06T20:17:53