Responsibilities

Our team builds TikTok's intelligent customer service that serves users across the globe. Our mission is to ensure every user gets an efficient and accurate solution whenever they encounter issues - with AI resolving the vast majority of them. To achieve this, we focus on three key objectives: Easy Access to Support, AI-Powered Resolution, and Seamless Human Handoff. About the Role An AI agent can only solve what it has the right SOP and tools for. As a Service Solution Operations Specialist, you own the "solvability" of our AI customer service: you design SOPs (AI skills) that actually resolve user issues rather than merely explain them, drive business teams to expose the tools/APIs the AI needs to execute solutions, and validate every change against service quality metrics. Responsibilities - SOP/Skill Design & Optimization: Analyze unresolved sessions and bad cases to identify SOP gaps; author and iterate SOPs (AI skills) that enable the AI to resolve user issues end-to-end; define and maintain the quality standard of the SOP/knowledge base. - Tool & API Enablement: Identify scenarios where the AI fails because it lacks executable tools; partner with business teams (account, appeals, payments, etc.) to define and integrate the APIs the AI needs; design tiered authorization and guardrails for high-risk operations (account security, funds). - Cross-team Co-build: Establish standardized SOP/tool co-build mechanisms with business lines, including proactive sync and assessment when business policies change (e.g., bans, penalties). - Quality Validation & Iteration: Measure every SOP/tool launch against service quality metrics (resolution rate, service quality score); run the discover-fix-validate loop, increasingly with AI doing the first pass and humans reviewing.

Qualifications

Minimum Qualifications: - Bachelor's degree or above; 3+ years in product operations, service operations, or strategy roles. - Structured problem-solver: able to decompose vague user problems and business policies into clear, executable SOPs. - Solid data mindset: uses metrics to locate problems and validate solutions. - Strong cross-functional drive: able to align stakeholders and push external teams to deliver without authority. - Working knowledge of LLM/agent concepts (prompting, skills, tool calling). Preferred Qualifications: - Hands-on experience building SOPs/prompts/skills for LLM-based bots or agents. - Customer service or trust & safety domain experience. - Experience working across global teams and timezones.

Job Information

[For Pay Transparency]Compensation Description (Annually)

The base salary range for this position in the selected city is $93600 - $220400 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.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.