Service Solution Operations Specialist, Intelligent Customer Service — TikTok

Description

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.

Requirements

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.