AI Operations Specialist, Customer Service Platform - USDS

Responsibilities
About the Team At TikTok, we are passionate about building a world-class support experience for every user. Our team creates and powers the all-in-one customer support platform for TikTok and international business teams, with a focus on intelligent customer service solutions. We sit at the center of the user support journey, making sure that whenever someone needs help, they receive fast, accurate, and meaningful assistance. Our work is driven by three core priorities: 1. Easy Access to Support: We design streamlined help channels that make it simple and intuitive for users to find the support they need, minimizing wait times and enhancing satisfaction. 2. Precise Ticket Routing: Through intelligent categorization and routing systems, we ensure user inquiries reach the right teams quickly, improving resolution efficiency and user outcomes. 3. Empowering Internal Teams: We build smart, reliable platforms and tools that equip our support teams to deliver professional, efficient, and user-centered service. We are seeking an AI/NLP Operations Specialist to optimize and enhance our AI-driven customer service platform. You will be responsible for improving model accuracy in feedback recognition and routing, ensuring inquiries are efficiently distributed to the right support teams. This role requires deep business understanding, collaboration with AI/algorithm teams, and data-driven optimization to enhance overall system performance. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. Responsibilities 1. Model Optimization and Strategy: - Partner closely with algorithm teams to refine NLP models, improving intent recognition accuracy and routing efficiency - Define optimization strategies based on business needs and model performance metrics - Design and maintain a business label structure to enhance model training and classification quality 2. Data and Quality Assurance: - Collaborate with customer service teams to design and implement high-quality data labeling processes - Conduct regular quality reviews of model outputs, validating results and driving continuous improvement initiatives 3. Data Analysis and Monitoring: - Build and maintain data monitoring systems to track model performance, detect anomalies, and identify root causes - Analyze performance trends and use data-driven insights to propose actionable optimizations for both models and operational workflows 4. Cross-team Collaboration and Communication: - Act as a bridge between business and algorithm teams, ensuring technical solutions are aligned with operational goals - Communicate complex AI concepts and project updates clearly and effectively to non-technical stakeholders
Qualifications
Minimum Qualifications - Bachelor's degree with 2+ years of relevant experience in operations (AI/NLP operations, product operations, or data analysis) - Strong understanding of NLP models (e.g., BERT, GPT) and their practical business applications - Quick to learn and adapt, with the ability to master complex business processes and AI logic - Exceptional problem-solving skills, with the ability to independently analyze issues and drive solutions to completion Preferred Qualifications - Familiarity with AI tools and platforms for model training, fine-tuning, and evaluation, particularly in the context of customer service applications - Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.
Job Information
(For Pay Transparency)Compensation Description (Annually)
The base salary range for this position in the selected city is $88000 - $ 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.
About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.
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.
USDS Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at