TikTok LIVE — Service & Experience Specialist

TikTok; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

TikTok is seeking a Service & Experience professional to elevate live streaming experiences globally. You will turn user feedback into data-driven insights, redesign service processes, and drive cross-functional initiatives that affect billions of users in real time.

You will own end-to-end analysis, develop dashboards, and collaborate with Product, R&D, and Operations to prioritize issues and deliver measurable improvements. Strong data skills and cross-team influence are essential.

Qualifications

• Bachelor's degree or higher with 2+ years in UX/service operations or related field.
• Proficient in SQL and Excel; able to build analysis models, dashboards, and SOPs.
• Strong analytical thinking; extract core issues from complex data and drive closure.
• Excellent communication and cross-functional influence with Product and Engineering.

Responsibilities

• Insight & Analysis — monitor multi-channel user feedback and build analytical frameworks.
• Process Ownership — design, optimize, and govern service processes and SOPs end-to-end.
• Optimization Leadership — build recurring data reports and dashboards; prioritize issues.
• Project Delivery — lead user research and experience improvement projects from problem to launch.
• Cross-Regional Collaboration — align with global stakeholders on strategy and best practices.

Skills

UX Operations

Data analysis

Strategic thinking

Communication

Cross-functional collaboration

Education

Bachelor's degree or above

Tools

SQL

Excel

Job description

Responsibilities

Join TikTok LIVE's Service & Experience team to elevate live streaming experiences globally. You will own end-to-end experience improvement — turning massive volumes of user feedback into data-driven insights, service process redesign, and cross-functional initiatives that impact billions of users in real time.

• Insight & Analysis — Own multi-channel user feedback monitoring and build analytical frameworks to identify experience gaps, quantify impact, and diagnose root causes.
• Process Ownership — Design, optimize, and govern service processes and SOPs end-to-end; define quality standards and drive adoption across regional service teams.
• Optimization Leadership — Build recurring data reports and dashboards; partner with Product, R&D, and Operations to prioritize issues, drive resolution, and ensure closure with measurable outcomes.
• Project Delivery — Independently lead user research, industry analysis, and experience improvement projects from problem definition to launch and post-launch evaluation.
• Cross-Regional Collaboration — Align with global stakeholders on experience strategy, escalation mechanisms, and best-practice replication across markets.

Qualifications

Minimum Qualification(s)

• Bachelor's degree or above; 2+ years of experience in user experience/service operations, data analysis, strategy & operations, or a related field.
• Strong data capability: proficient in SQL and Excel; able to independently build analysis models, dashboards, and high-quality written deliverables (SOPs, reports, proposals).
• Structured, logical thinking with strong sensitivity to user experience; able to extract core issues from complex, ambiguous information and drive them to closure.
• Excellent communication and cross-functional influence; proven track record of driving outcomes with Product and Engineering partners.

Preferred Qualification(s)

• Experience in live streaming, social, content, or e-Commerce platforms.
• Familiarity with Python/BI tools, or experience with large-scale CS/service quality systems.
• Experience owning global or multi-region service operations projects.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.