AI SOP Specialist, Customer Support - Trust & Safety
Responsibilities
About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.
About the role
This role is responsible for designing, maintaining, and continuously improving AI-driven Standard Operating Procedures (SOPs) that enhance efficiency, reduce manual effort, and improve the user and creator experience. Working closely with operations, product, and customer support leaders, the specialist will ensure AI tools are integrated seamlessly into day-to-day workflows while maintaining compliance and service quality.
Responsibilities
- Pre-launch
- Converting Human SOP into AI SOP in terms of workflow/decision tree and ensure the good quality of AI SOP
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- Work together with the Human SOP team, ensure the exhaustiveness of customer inquiries as well as the solutions.
- Work together with the Product Operation team to make sure the alignment on the AI SOP is fulfilling the requirement towards ticketbot build-up
- Post-launch
- Ensure AI SOP (workflow/decision tree) is up to date and subsequently updating Ticketbot
- Callibrate with product team as well as human SOP stakeholders to provide valuable feedback for optimisaiton
- Work together with AI QA team to identify and address ticketbot quality issues
Performance Monitoring & Reporting
- Pre-Launch
- Track the consistency rate in development testing stage, optimise the AI SOPs to make sure the consistency rate is meeting the target
- Track both good/excellent score and CSAT% during A/B testing stage and optimise towards the target achievement in conjunction with the product team
- Post-Launch
- Track both good/excellent score and CSAT% as the main Metrics for the performance of AI BOT and optimise towards good user experience
Quality, Compliance & Risk Management
- Work together with AI QA team to ensure AI-driven customer interactions comply with company policies, data privacy, and regulatory requirements.
- Maintain version control of SOPs, ensuring updates are properly communicated and adopted.
- Conduct periodic reviews and audits of AI-supported workflows to identify risk or compliance issues.
Qualifications
Minimum Qualification(s)
- Bachelor's degree in Business Administration, Operations, Data/AI, or related field.
- 3+ years of experience in customer service operations, process improvement, or workflow documentation.
- Practical experience with customer service platforms (Zendesk, Salesforce Service Cloud, Intercom, or similar).
- Strong ability to write clear, structured SOPs and process maps.
- Knowledge of AI-enabled tools in customer service (chatbots, RPA, agent assist).
- Strong understanding of compliance requirements (GDPR, CCPA, data privacy in customer service).
Preferred Qualification(s)
- Experience in AI operations or automation within a customer service environment.
- Familiarity with prompt writing, ChatGPT business-level usage or decision-tree making will be a advantage
- Strong analytical skills to measure and optimize workflows.
- Excellent communication and stakeholder management skills across technical and non-technical teams.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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