Platform User Operations Specialist Intern (TikTok-Platform Responsibility-User Feedback Operations) - 2027 Summer

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.

We are looking for talented individuals to join us for an internship. Our internship program offers students hands-on experience, industry exposure, and opportunities to apply their knowledge to real-world challenges while building a strong foundation for personal and professional growth.
Interns will gain practical experience, explore potential career paths, and participate in social events, learning programs, and development workshops alongside industry professionals.
Candidates may apply to a maximum of two positions across Our Company and its affiliates globally. Applications will be considered in the order they are submitted.
Applications are reviewed on a rolling basis, so we encourage you to apply early. Please clearly state your availability in your resume, including your start and end dates.

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:
- Currently pursuing an Undergraduate/Master's in computer science, statistics, information management, data science or a related discipline.;
- 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;