Platform User Operations Project Intern (TikTok Platform Responsibility) - 2026 Start (BS/MS)

Responsibilities

About the Team
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 experience.

The team operates 7 days a week. Team members generally work 5 days/week with weekend shift coverage on a rotating basis. Generally, shifts are 8am-5pm during daylight saving time and 7am-4pm during non-daylight saving time, but specific shift hours and days could change based on the actual business needs.

What you will be doing:
- 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;
- Analyze tickets to identify process improvement opportunities;
- Assist and support training projects and user feedback projects;
- Partner with the Engineering team on product optimizations will be a plus.

Qualifications

Minimum Qualifications:
- Bachelor's Degree in Computer Science or related field and is passionate about acting as technical consultant, technical troubleshooting / application support, and working with engineering team;
- Familiarity with HTML, JavaScript, SQL, HTTP protocols, and internet technologies;
- Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities.

Preferred Qualifications:
- Demonstrated ability to code in any programming language and able to construct complex SQL queries
- Strong teamwork and communication skills, proactive thinking, learning ability, and adaptability;
- Proactive, possesses strong initiatives, and ownership.
- AI Operations experience