Escalation Operations Project Intern (TikTok Shop - Governance and Experience-US Seller & Creat[...]

TikTok; Seattle (WA); On-site; USD 49,000 - 50,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Wellbeing benefits

Housing allowance

Job summary

TikTok in Seattle is seeking an Escalation Operations Project Intern for a 2026 start. This internship supports the AMER Oncall Service and Operations team, focusing on handling escalations, data-driven improvements, and cross-functional collaboration in a fast-paced setting.

You will contribute to case management, metrics tracking, knowledge resources, and training support while gaining hands-on experience in marketplace governance and seller/creator support.

Qualifications

• Minimum qualifications: Pursuing a Bachelor’s or Master’s in a relevant field such as Business Administration, Operations Management, Project Management, Engineering, Information Systems, Compliance.
• Strong analytical and problem-solving skills with the ability to turn data into insights.
• Strong written and verbal communication skills.
• Interest in learning about escalation processes and handling complex customer/stakeholder situations.
• Ability to build and maintain positive internal stakeholder relationships.
• Interest in process improvement, tooling, and operational efficiency.
• Familiarity with AI and automation tools to support operations.

Responsibilities

• Support the resolution of seller and creator escalations by assisting with case management, researching issues, and coordinating with cross-functional teams.
• Identify recurring issues, summarize findings, and contribute to improvement initiatives for seller/creator experience.
• Assist with tracking operational metrics (e.g., CSAT, SLA) and compiling data for reports.
• Maintain knowledge resources, SOPs, and process documentation.
• Support QA and training initiatives with administrative tasks and materials.
• Build strong working relationships and participate in cross-functional projects.

Skills

Analytical thinking

Communication skills

Cross-functional collaboration

Problem solving

Interest in escalation processes

Education

Bachelor’s or Master’s degree in a relevant field

Job description

Discover a career that energizes and excites you every day.

Escalation Operations Project Intern (TikTok Shop - Governance and Experience-US Seller & Creator Service Operations) - 2026 Start

Location: Seattle

Employment Type: Intern

Responsibilities

TikTok E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our uses, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. The Service Support Center Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators.As a Escalation Operations Intern, you will have the opportunity to engage in impactful short-term projects that provide you with a glimpse of professional real-world experience. You will gain practical skills through on-the-job learning in a fast-paced work environment and develop a deeper understanding of your career interests.We are looking for an Escalation Operations Intern to support the AMER Oncall Service and Operations team in handling escalations and complex cases. This role is a great opportunity to gain hands-on experience in operations, seller/creator support, and cross-functional collaboration.As a Project Intern, you will contribute to impactful short-term projects and gain hands-on experience in a fast-paced, professional environment. This internship offers the opportunity to develop practical skills, apply your knowledge to real-world challenges, and explore your career interests.

• Support the resolution of seller and creator escalations by assisting with case management, researching issues, and coordinating with cross-functional teams under the guidance of team members.
• Help identify recurring issues, summarize findings, and contribute to improvement initiatives aimed at enhancing the seller and creator experience.
• Assist with tracking operational metrics (e.g., CSAT, SLA), monitoring improvement plans, and compiling data to support team reporting and analysis.
• Maintain knowledge management resources, SOPs, and process documentation, ensuring information is organized and up to date.
• Support QA and training initiatives by coordinating administrative tasks, preparing materials, and assisting with team readiness activities.
• Build strong working relationships through clear communication, professional support for internal and external stakeholders, and participation in cross-functional projects and team initiatives.

Qualifications

Minimum Qualifications:

• Currently pursuing a Bachelor’s or Master’s degree in a relevant field such as Business Administration, Operations Management, Project Management, Engineering, Information Systems, Compliance, or a related discipline.
• Strong analytical and problem-solving skills, with the ability to structure ambiguous issues and turn data into insights.
• Strong written and verbal communication skills.
• Interest in learning about escalation processes and handling complex customer/stakeholder situations.
• Ability to build and maintain positive working relationships with internal stakeholders.
• Interest in process improvement, tooling, and operational efficiency.
• Familiarity with or interest in using AI and automation tools to support operations.

Preferred Qualifications:

• Comfortable working with data to identify trends and support problem-solving.
• Prior internship, coursework, or project experience in compliance, governance, policy, trust & safety, consulting, operations, or marketplace/e-commerce environments.

Job Information

The hourly rate range for this position in the selected city is $23.75- $23.75.

Benefits may vary depending on the nature of employment and the country work location. Interns have day one access to health insurance, life insurance, wellbeing benefits and more. Interns also receive 10 paid holidays per year and paid sick time (56 hours if hired in first half of year, 40 if hired in second half of year). Interns who are not working 100% remote may also be eligible for housing allowance.

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

Fair Chance Notice

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.

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.

TikTok Accommodation

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request