AI SOP Specialist Customer Support & Trust & Safety

TikTok Pte. Ltd.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading social media platform in Singapore seeks an experienced individual for an AI-driven customer support role. This position focuses on creating and optimizing Standard Operating Procedures to enhance user experience and ensure compliance with regulations. Candidates should have at least a Bachelor's degree and 3+ years in customer service operations. Experience with customer service platforms and AI tools is preferred. The role emphasizes collaboration with various teams to ensure seamless integration of AI-driven solutions.

Qualifications

• 3+ years of experience in customer service operations.
• Strong ability to write clear, structured SOPs.
• Knowledge of data privacy regulations like GDPR and CCPA.

Responsibilities

• Design and improve AI-driven Standard Operating Procedures.
• Monitor performance and optimize AI SOP consistency.
• Ensure compliance with company policies and regulations.

Skills

Customer service operations

Process improvement

AI-enabled tools

Workflow documentation

Compliance knowledge

Education

Bachelor’s degree in Business Administration, Operations, Data/AI, or related field

Tools

Zendesk

Salesforce Service Cloud

Intercom

Job description

Responsibilities

About the team TikTok'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 terms of workflow/decision tree and ensure the good quality of AI SOP
• Work together with the Human SOP team, ensure the exhaustiveness of customer inquiries as well as the solutionsli>
• 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
• Calibrate with product team as well as human SOP stakeholders to provide valuable feedback for optimisation
• 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 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 privacy, and regulatory requirements.
• Maintain version control of SOPs, ensuring updates are properly communicated and adopted.
• Conduct periodic reviews and audits of AI‑supported workflows to identify risk or compliance issues.

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 privacy in customer service).

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.