About the Team
The Customer Service Product team builds TikTok's AI-powered customer service experience, serving hundreds of millions of users worldwide.
We develop AI agents (chatbot and ticketbot) that autonomously resolve user issues — from account access to appeals — and the platform that empowers human agents when AI hands off.
Our mission: make help easy to reach, let AI resolve the vast majority of issues, and ensure seamless human handoff for the rest.
We are looking for talented individuals to join us for an internship.
Our internship program offers students hands-on experience, industry exposure, and opportunities to apply their knowledge to real-world challenges while building a strong foundation for personal and professional growth.
Interns will gain practical experience, explore potential career paths, and participate in social events, learning programs, and development workshops alongside industry professionals.
Candidates may apply to a maximum of two positions across Our Company and its affiliates globally. Applications will be considered in the order they are submitted.
Applications are reviewed on a rolling basis, so we encourage you to apply early. Please clearly state your availability in your resume, including your start and end dates.
Responsibilities:
- Design and iterate on AI agent capabilities for customer service — including agentic architecture, conversation strategy, knowledge/SOP integration, and tool use — to help AI resolve user issues end-to-end.
- Define clear and precise data metrics (e.g., resolution rate, service quality score, user satisfaction) to best represent business performance, and incorporate data, AI-based evaluation, research, and market analysis to shape product design.
- Dive deep into user needs and pain points in support scenarios, conduct user research and case analysis to conceptualize and build delightful service experiences on TikTok through continuous iteration and experimentation.