Service Operations Project Intern (TikTok Shop - Brazil) - 2026 Start (BS/MS)
Responsibilities
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe.
We are looking for a proactive and detail-oriented Service Operations Project Intern to support day-to-day service operations in Brazil.
This role will focus on ticket operations, issue tracking, and coordination with internal teams and BPO vendors. You will play a key role in ensuring smooth execution of service processes and improving customer and seller experience.
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As a project intern, you will have the opportunity to engage in impactful short-term projects that provide you with a glimpse of professional real-world experience. You will gain practical skills through on-the-job learning in a fast-paced work environment and develop a deeper understanding of your career interests.
Applications will be reviewed on a rolling basis - we encourage you to apply early. Successful candidates must be able to commit to at least 12 months long internship period.
Responsibilities:
1. Ticket Operations & Daily Execution
- Monitor and manage daily service tickets (buyer / seller cases).
- Support ticket routing, follow-ups, and SLA tracking.
- Identify abnormal cases and escalate when necessary.
- Ensure timely and accurate handling of service requests.
2. Issue Tracking & Operational Support
- Track recurring issues and summarize key patterns.
- Support basic root cause analysis for common problems.
- Assist in maintaining issue logs and reporting trackers.
- Help improve operational efficiency through daily observations.
3. BPO Support
- Work closely with BPO teams to ensure proper execution of SOPs.
- Follow up on pending cases and ensure resolution quality.
- Support communication between local teams and vendors.
4. Cross-team Coordination
- Support communication with internal stakeholders (Ops, Logistics, Policy, Product, etc.).
- Help document issues, action items, and follow-ups.
- Ensure alignment across teams on ongoing topics.
Please submit your CV in English, as the role requires communication with global stakeholders and the evaluation process will be conducted in English.
Qualifications
Minimum Qualifications:
- Currently pursuing an Undergraduate/Master Degree
- Strong attention to detail and sense of ownership.
- Comfortable working with data (Excel / Google Sheets).
- Able to handle operational tasks with consistency and quality.
- Strong analytical and communication skills across diverse stakeholders.
Preferred Qualifications:
- Interest in e-commerce or operations is a plus
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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