TikTok
AI Operations Specialist, Customer Service Platform - USDS
TikTok, San Jose, California, United States, 95199
Overview
AI Operations Specialist, Customer Service Platform - USDS 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, ensuring users receive fast, accurate, and meaningful assistance. Our work is driven by three core priorities: Easy Access to Support, Precise Ticket Routing, and Empowering Internal Teams. We are seeking an AI/NLP Operations Specialist to optimize and enhance our AI-driven customer service platform. You will improve model accuracy in feedback recognition and routing, collaborate with AI/algorithm teams, and drive data-driven optimization to enhance system performance. The organization follows a hybrid work schedule requiring in-office presence 3 days a week or as directed, with ongoing reviews that may change requirements.
Responsibilities
Model Optimization and Strategy: Partner with algorithm teams to refine NLP models, improve 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.
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 and drive continuous improvement initiatives.
Data Analysis and Monitoring: Build and maintain data monitoring systems to track model performance, detect anomalies, and identify root causes; analyze performance trends and propose actionable optimizations for models and operational workflows.
Cross-team Collaboration and Communication: Act as a bridge between business and algorithm teams, ensuring technical solutions align with operational goals; communicate complex AI concepts and project updates clearly 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; 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 customer service contexts; candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship.
About USDS
TikTok is the leading destination for short-form mobile video. U.S. Data Security (USDS) is a subsidiary of TikTok in the U.S. focused on data protection and content assurance for U.S. users, spanning teams including Trust & Safety, Security & Privacy, Engineering, User & Product Ops, and Corporate Functions.
Data Security Statement
This role requires working with systems designed to protect sensitive data and information and will be subject to strict national security-related screening.
Why Join Us
We aim to inspire creativity and bring joy through innovative products. Our diverse teams collaborate with curiosity and a passion to make an impact in a fast-evolving tech company. We value resilience, learning, and teamwork, operating with an "Always Day 1" mindset to achieve meaningful breakthroughs.
USDS Reasonable Accommodation
USDS provides reasonable accommodations in our recruitment processes for candidates with disabilities or other protected reasons. If you need assistance, please reach out at https://tinyurl.com/USDS-RA
Job Information
Compensation: The base salary range for this position in the selected city is $88,000 - $151,112 annually. This range may vary based on qualifications, skills, experience, and location. Base pay may be complemented by bonuses, incentives, and stock units. Benefits include medical, dental, and vision insurance from day one, a 401(k) with company match, parental leave, disability coverage, life insurance, wellbeing benefits, paid holidays, sick days, and paid personal time. The company reserves the right to modify benefits at any time.
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AI Operations Specialist, Customer Service Platform - USDS 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, ensuring users receive fast, accurate, and meaningful assistance. Our work is driven by three core priorities: Easy Access to Support, Precise Ticket Routing, and Empowering Internal Teams. We are seeking an AI/NLP Operations Specialist to optimize and enhance our AI-driven customer service platform. You will improve model accuracy in feedback recognition and routing, collaborate with AI/algorithm teams, and drive data-driven optimization to enhance system performance. The organization follows a hybrid work schedule requiring in-office presence 3 days a week or as directed, with ongoing reviews that may change requirements.
Responsibilities
Model Optimization and Strategy: Partner with algorithm teams to refine NLP models, improve 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.
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 and drive continuous improvement initiatives.
Data Analysis and Monitoring: Build and maintain data monitoring systems to track model performance, detect anomalies, and identify root causes; analyze performance trends and propose actionable optimizations for models and operational workflows.
Cross-team Collaboration and Communication: Act as a bridge between business and algorithm teams, ensuring technical solutions align with operational goals; communicate complex AI concepts and project updates clearly 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; 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 customer service contexts; candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship.
About USDS
TikTok is the leading destination for short-form mobile video. U.S. Data Security (USDS) is a subsidiary of TikTok in the U.S. focused on data protection and content assurance for U.S. users, spanning teams including Trust & Safety, Security & Privacy, Engineering, User & Product Ops, and Corporate Functions.
Data Security Statement
This role requires working with systems designed to protect sensitive data and information and will be subject to strict national security-related screening.
Why Join Us
We aim to inspire creativity and bring joy through innovative products. Our diverse teams collaborate with curiosity and a passion to make an impact in a fast-evolving tech company. We value resilience, learning, and teamwork, operating with an "Always Day 1" mindset to achieve meaningful breakthroughs.
USDS Reasonable Accommodation
USDS provides reasonable accommodations in our recruitment processes for candidates with disabilities or other protected reasons. If you need assistance, please reach out at https://tinyurl.com/USDS-RA
Job Information
Compensation: The base salary range for this position in the selected city is $88,000 - $151,112 annually. This range may vary based on qualifications, skills, experience, and location. Base pay may be complemented by bonuses, incentives, and stock units. Benefits include medical, dental, and vision insurance from day one, a 401(k) with company match, parental leave, disability coverage, life insurance, wellbeing benefits, paid holidays, sick days, and paid personal time. The company reserves the right to modify benefits at any time.
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