AI-Driven E‑Commerce Customer Service Engineer

TikTok; Seattle (WA); On-site; USD 180,000 - 240,000; Full time

Job summary

TikTok is seeking an experienced AI/ML engineer to design and deploy an AI-powered customer service system for its global e-commerce platform. You will work on LLM post-training, data-efficient learning, and multilingual support to provide intelligent, scalable, and reliable customer interactions.

The role emphasizes reducing errors, improving translation, and enabling seller collaboration with cutting-edge AI techniques while maintaining high reliability and performance at scale.

Qualifications

• Bachelor and above with majors in computer science, computer engineering, statistics, applied mathematics, data science or related disciplines.
• At least 5 years of work experience in the related field.
• LLM development & post-training expertise: fine-tuning, distillation, or RLHF for conversational AI.

Responsibilities

• Develop AI-powered customer service systems to handle high-volume inquiries and disputes.
• Enhance LLM-based interaction models with post-training strategies to reduce errors.
• Create automated dispute resolution & policy-adaptive AI for automated responses.
• Develop multilingual support and translation models for real-time multilingual interactions.
• Refine evaluation metrics and run A/B tests to improve conversational quality.
• Enable AI-seller collaboration by building seller-assist tools for merchants.

Skills

LLM development

Multilingual AI

Post-training

Education

Bachelor's degree or higher in CS/related

Job description

TikTok is seeking an experienced AI/ML engineer to design and deploy an AI-powered customer service system for its global e-commerce platform. You will work on LLM post-training, data-efficient learning, and multilingual support to provide intelligent, scalable, and reliable customer interactions.

The role emphasizes reducing errors, improving translation, and enabling seller collaboration with cutting-edge AI techniques while maintaining high reliability and performance at scale.