The Platform Operations Specialist role is part of a team that provides support to a Customer Support platform that is used by TikTok’s various businesses. The team is responsible for delivering industry-leading service and ensuring that every user receives efficient and accurate solutions whenever they encounter issues. The specialist will focus on supporting the customer service team in effectively utilizing internal platforms, enhancing service efficiency, and driving business performance.
Requirements
- Gain deep understanding of customer service team’s workflows and pain points to identify platform optimization opportunities
- Prioritize requirements and collaborate with product/technical teams to drive implementation, ensuring platform functionality aligns with business needs
- Enhance the customer service team’s user experience and operational efficiency
- Track and drive the implementation of optimization initiatives to ensure delivered features meet expected outcomes
- Monitor platform usage data and analyze key customer service metrics (e.g., response time, resolution rate)
- Identify potential issues through data analysis, diagnose root causes and propose actionable optimization recommendations to boost operational efficiency
- Serve as liaison between business and product/technical teams to ensure clear requirement transmission and efficient execution
- Coordinate multi-team resources to deliver cross-team projects on schedule and achieve business objectives
Benefits
- Medical, dental, and vision insurance
- 401(k) savings plan with company match
- Paid parental leave
- Short-term and long-term disability coverage
- Life insurance
- Wellbeing benefits
- 10 paid holidays per year
- 10 paid sick days per year
- 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure)
To apply for this job please visit lifeattiktok.com.
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