Senior Platform Operation Specialist - Trust and Safety

Responsibilities

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About the team:
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.
This Senior Platform Operation Specialist is mainly responsible for leading the platform operation specialist team to analyze and maximize user feedback tickets insights, provide and implement best solutions to enhance ticket handling effectiveness, and bring optimizations to product and business teams via close collaborations with oncall teams, product teams, engineer teams and other business partners teams.

Responsibilities
- Lead platform specialists to collaborate closely with internal and external stakeholders to improve the overall platform service efficiency and quality, deep diving into business requirements and operation pain points to locate opportunities for user experience enhancement, making action plans and formulating a close loop
- Work with cross-functional teams to drive ticket handling efficiency improvements via ticket review, data analysis, product enhancement, workflow standardization, knowledge documentation and training
- Continuously monitor platform operation metrics, not limit to tickets handling quality and efficiency metrics. initiate and implement improvement changes & processes to constantly drive operation excellence via leveraging service data insights
- Refine and iterate the platform operation specialist team's inputs and outputs measurement system to keep alignment with the direction and goals of our partner teams and overall global operation team
- Coordinate internal and external resources based on operational activities' requirement, priority & complexity
- Develop the platform operation specialist team and support the members' career growth

Qualifications

Minimum Qualifications
- Experience in escalations process management to technical issues
- Detail-orientated, excellent problem-solving and critical thinking skills
- Rich experience in building knowledge bases for users and internal teams
- Great project management, stakeholders management and time management skills
- Strong sense of ownership and accountability

Preferred Qualifications:
- Bachelor's degree or above, with at least 5+ years of relevant work experience in user operations/ product technical support/ product operations/ project management
- Minimum 2+ years of people management experience
- Minimum 3+ years of data analysis experience, strong data processing skills and data sensitivity

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.