Senior Data Analyst, Customer Service Platform

Join us.

The Customer Service Platform is a set of multi-channel, one-stop intelligent product solutions that help business/customers improve service experience, reduce service costs, improve agent operation efficiency, and realize online resource management, risk management and experience management. We are the Data Analysis team of Customer Service platform. We have many colleagues who are passionate about Data Analysis and Data Science. We serve the Internationalization e-commerce business. Global users will purchase goods through TikTok, and there will be various problems throughout the process. We will use data performance to better serve customers, improve user experience, and enhance customer service efficiency. Here, you can fully utilize your data abilities and gain many Data Analysis-related abilities, including but not limited to Excel, SQL, Python, Tableau, ThinkCell, Machine Learning, large model applications, etc. Come and join us.

Responsibilities:
- Responsible for building and improving overseas e-commerce business customer service data evaluation and monitoring system, including service experience topics and service efficiency topics.
- Conduct in-depth analyses with the objective of enhancing service experience and optimizing service efficiency to contribute to our business objectives. For instance, we can generate recommendations for improving service experience, considering factors like product features, solutions (compensation plans, etc.), and service processes. We can also optimize overall service efficiency by analyzing strategies such as agent empowerment tools, agent scheduling, and appointment callbacks. We aim to refine plan settings.
- Identify service anomalies based on user interaction patterns to minimize the occurrence of public sentiment issues. Identify critical signals to aid in the detection of bugs and user experience related issues.
- Clearly assess the impact of our services on business value. Explore the effects on repurchase and customer retention from both user and issue-related perspectives. Define service priorities and enhance service ROI.

Qualifications

Qualifications:
- Bachelor's degree with a background in Math, Economics, Computer Science, Statistics, or other quantitative fields;
- 5 years experience of Data Analytics.
- Expert experience pulling large and complex data using SQL and writing data pipelines.
- Experience with a data visualization tool (e.g. Tableau);

Prefer to Have:
- Experience doing quantitative analysis;
- Development experience in at least one scripting language (Python,etc.);
- Excellent verbal and written English communication skills;
- Experience with large data sets and distributed computing (Hive/Hadoop).

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.

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 pdi.accomodations@tiktok.com

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $101080 - $256500 annually.

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.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.