AI SOP Specialist, Customer Support

• Trust & Safety

3+ months ago• Singapore
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About Us

Tik Tok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.
Size: 5001-10000 employees

Industry: Entertainment & Gaming, Social Media, Technology

Responsibilities:

About the team
Tik Tok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.

About the role
This role is responsible for designing, maintaining, and continuously improving AI-driven Standard Operating Procedures (SOPs) that enhance efficiency, reduce manual effort, and improve the user and creator experience. Working closely with operations, product, and customer support leaders, the specialist will ensure AI tools are integrated seamlessly into day-to-day workflows while maintaining compliance and service quality.

Responsibilities:

• Pre-launch
• Converting Human SOP into AI SOP in

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• Work together with the Human SOP team, ensure the exhaustiveness of customer inquiries as well as the solutions.
• Work together with the Product Operation team to make sure the alignment on the AI SOP is fulfilling the requirement towards ticketbot build-up
• Post-launch
• Ensure AI SOP (workflow/decision tree) is up to date and subsequently updating Ticketbot
• Callibrate with product team as well as human SOP stakeholders to provide valuable feedback for optimisaiton
• Work together with AI QA team to identify and address ticketbot quality issues
• Performance Monitoring & Reporting
• Pre-Launch
• Track the consistency rate in development testing stage, optimise the AI SOPs to make sure the consistency rate is meeting the target
• Track both good/excellent score and CSAT% during A/B testing stage and optimise towards the target achievement in conjunction with the product team
• Post-Launch
• Track both good/excellent score and CSAT% as the main Metrics for the performance of AI BOT and optimise towards good user experience
• Quality, Compliance & Risk Management
• Work together with AI QA team to ensure AI-driven customer interactions comply with company policies, data Qualifications

Minimum Qualifications:

• Bachelor's degree in Business Administration, Operations, Data/AI, or related field.
• 3+ years of experience in customer service operations, process improvement, or workflow documentation.
• Practical experience with customer service platforms (Zendesk, Salesforce Service Cloud, Intercom, or similar).
• Strong ability to write clear, structured SOPs and process maps.
• Knowledge of AI-enabled tools in customer service (chatbots, RPA, agent assist).
• Strong understanding of compliance requirements (GDPR, CCPA, data Preferred Qualifications:
• Experience in AI operations or automation within a customer service environment.
• Familiarity with prompt writing, ChatGPT business-level usage or decision-tree making will be a advantage
• Strong analytical skills to measure and optimize workflows.
• Excellent communication and stakeholder management skills across technical and non-technical teams.

Client-provided location(s): Singapore

Job ID: Tik Tok-7545514600223426834

Employment Type: OTHER

Posted: 2025-09-04T20:25:31
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Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• HSA
• Life Insurance
• Fitness Subsidies
• Short-Term Disability
• Long-Term Disability
• On-Site Gym
• Mental Health Benefits
• Virtual Fitness Classes

Parental Benefits

• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources

Work Flexibility

• Flexible Work Hours
• Hybrid Work Opportunities

Office Life and Perks

• Casual Dress
• Snacks
• Pet-friendly Office
• Happy Hours
• Some Meals Provided
• Company Outings
• On-Site Cafeteria
• Holiday Events

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Company Equity

Professional Development

• Promote From Within
• Access to Online Courses
• Leadership Training Program
• Associate or Rotational Training Program
• Mentor Program

Diversity and Inclusion

• Diversity, Equity, and Inclusion Program
• Employee Resource Groups (ERG)

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