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TikTok

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

San JoseOperationsPosted yesterday

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Responsibilities

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.

As a Project Intern, you will contribute to impactful short-term projects and gain hands-on experience in a fast-paced, professional environment. This internship offers the opportunity to develop practical skills, apply your knowledge to real-world challenges, and explore your career interests.
Applications are reviewed on a rolling basis, so we encourage you to apply early.

Successful candidates must be able to commit to 5 days on-site per week and at least 4 months long internship period, with immediate availability preferred.

Responsibilities:
- 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 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.
- Fluency in written and spoken Chinese is needed to manage stakeholders in China market.

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

Responsibilities

Qualifications

Qualifications

Minimum Qualifications:
- Currently pursuing an Undergraduate 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.
- Fluency in written and spoken Chinese is needed to manage stakeholders in China market.

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

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

View company profile

Perks and Benefits

Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- On-Site Gym
- Long-Term Disability
- Short-Term Disability
- Virtual Fitness Classes
- Mental Health Benefits
Parental Benefits
- Adoption Assistance Program
- Family Support Resources
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
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
Office Life and Perks
- Casual Dress
- Snacks
- On-Site Cafeteria
- Holiday Events
- Company Outings
- Some Meals Provided
- Happy Hours
- Pet-Friendly Office
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)