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.
An AI agent can only solve what it has the right SOP and tools for.
As a Product 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.