Escalation Ops Intern: TikTok Shop Governance & Experience

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

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.