Platform User Operation Specialist - Trust and Safety

Responsibilities
Our Data-TnS-PUO Team is responsible for providing instant troubleshooting and consulting services to internal Platform users. This team is mainly responsible for the following: receiving and resolving user issues, 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.

Main 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, engineering team and other business stakeholders to ensure the reported technical issues are resolved within the SLA
- Highlight daily key tickets/queries and report any platform malfunctions if any
- Assist and support other user feedback projects
- Flexibility to work on a shift basis to support users, including weekends and public holidays

Qualifications
Minimum Qualifications:
- Bachelor's Degree and above, in any relevant fields
- Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities
- Adaptable, quick learner with the ability to multi-task and work under pressure;
- Strong team work and communication skills, can work with both technical and non-technical stakeholders;
- Proactive, self-driven with a strong sense of ownership

Preferred Qualifications:
- Prefer to have min 2 years' work experience related to technical troubleshooting, customer service or user/platform operations in the internet industry
- Data analytical and project management skills will be a plus

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.


Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion
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.