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

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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:

As a AI Analyst within the Performance & Insights Customer Support team, you will play a key role in developing and executing on analytics and reporting initiatives which deliver data-driven insights to internal and external stakeholders, including strategy, operations, business, engineering, and R&D teams in both globally. You are playing a key role in empowering Tik Tok platform to achieve AI automation. You will contribute to the development of industry-leading capabilities to optimize system configuration, resource allocation, scheduling, and BPO operations in fast-paced environments while monitoring performance and continuously looking for areas to improve efficiency and enable high standards of Customer Service Support.

Responsibilities:

This role is responsible for developing and executing on analytics and reporting initiatives which deliver data-driven insights to internal and external stakeholders, including strategy, operations, business, engineering, and R&D teams in both US and globally. You are playing a key role in empowering Tik Tok's platform to achieve AI automation. You will contribute to the development of industry-leading capabilities to optimize human-AI task allocation, enhance operational efficiency through intelligent automation, and drive scalable solutions that improve user and agent experiences globally.

You must be able to work both independently and as part of a team to deliver on a dynamic set of needs in a fast-paced environment. Specific responsibilities include:

• Work with large datasets to solve problems that could be ambiguous and nuanced using a variety of analytical and statistical approaches.
• Conduct quantitative analysis using statistical regression, machine learning, as well as hypothesis testing and present analysis and recommendations in a user friendly manner to propel business growth and customer satisfaction.
• Develop a scientific approach to measure KPI fluctuation, impact of business initiatives, and customer experience and design indexes for continuous monitoring.
• Design and implement foundational tests including A/B for measuring the effectiveness of customer support automation and customer service.
• Create documentation articulating the underlying assumptions, design of test, success metrics, and conclusion.
• Have familiarity with best practices and pragmatic approaches for addressing common issues including data quality, seasonality, insufficient training dataset, etc.

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• Perform predictive analysis and support business partners with revenue and loss forecasts, budgeting, risk and incident management to proactively address foreseeable challenges.
• Conduct deep dive analysis and diagnosis to identify patterns, concentrations, correlations, root causes to provide transparency into business and product performance.
• Partner with Product, Engineering, Data Science, Operations and cross-functional teams to inform, influence, support, and execute strategy and decisions.
• Demonstrate understanding of common challenges facing Tik Tok business, key products, and the competitiveness of the marketplace.

Qualifications:

• Minimum Qualifications

• At least 5 years of experience in development or model/data pipeline development, with hands-on experience applying LLM technologies to real-world problems.

• • You have experience working on AI chatbot, automation, and measurement and impact in an Operations role within a BPO / Social Media / Call center environment - experience with Customer Support would be an advantage;

• You have the ability to work effectively in a dynamic environment, strong interpersonal and communication skills to engage with operational leadership and xfn stakeholders;

• You are efficient and able to prioritize, plan and multi-task with the ability to translate action steps into a systematic process;

• Strong proficiency in programming languages for both Python and SQL

• Experience in applied ML, particularly with Large Language Models (LLMs) and a strong track record of translating data into user insights and product impact.

• Preferred Qualifications

• Clear understanding of data pipeline, model development, model testing and deployment;

• Intellectual curiosity, along with excellent problem-solving and quantitative skills, including the ability to desegregate issues, identify root causes and recommend solutions.

• Prior experience in working on community insights / content understanding

Client-provided location(s): Singapore

Job ID: Tik Tok-7558117482986768647

Employment Type: OTHER

Posted: 2025-10-06T20:17:53
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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)

Company Videos

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