Platform User Operations Specialist Intern（TikTok-Platform Responsibility-User Feedback Operati[...]

TikTok; San Jose (CA); On-site; USD 28,000 - 40,000; Part time

Benefits offered by this job

Health insurance

Life insurance

Wellbeing benefits

10 paid holidays per year

Housing allowance

Job summary

TikTok is offering an internship position within the Platform User Operations team, designed to give students real-world experience in troubleshooting and user support. You will work with internal platform users, engage with Engineering for solutions, and contribute to SOPs and daily reporting.

The internship runs on a rotating weekend cover with typical 8am-5pm or 7am-4pm shifts, and includes benefits like health and life insurance access from day one, holidays, and housing assistance where

Qualifications

• Currently pursuing an Undergraduate/Master's in computer science, statistics, information management, data science or a related discipline.
• Familiarity with HTML, JavaScript, SQL, HTTP protocols, and internet technologies.
• Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities.

Responsibilities

• Respond to user queries in a timely and accurate manner, via internal platform and IM chat.
• Identify user needs, and quickly troubleshoot technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams.
• Follow up with users to ensure the reported technical issues are resolved.
• Analyze tickets to identify process improvement opportunities.
• Assist and support training projects and user feedback projects.
• Partner with the Engineering team on product optimizations will be a plus.

Skills

HTML basics

JavaScript basics

SQL queries

HTTP protocols

Analytical thinking

Independent worker

Education

Undergraduate/Master's in CS/related

Tools

Internal databases

Job description

Responsibilities

About the Team

Our Platform User Operations (PUO) Team is responsible for providing instant troubleshooting and consulting services to internal platform users. This position is mainly responsible for: receiving and resolving user queries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experience.

The team operates 7 days a week. Team members generally work 5 days/week with weekend shift coverage on a rotating basis. Generally, shifts are 8am-5pm during daylight saving time and 7am-4pm during non-daylight saving time, but specific shift hours and days could change based on the actual business needs.

We are looking for talented individuals to join us for an internship. Our internship program offers students hands-on experience, industry exposure, and opportunities to apply their knowledge to real-world challenges while building a strong foundation for personal and professional growth.

Interns will gain practical experience, explore potential career paths, and participate in social events, learning programs, and development workshops alongside industry professionals.

Candidates may apply to a maximum of two positions across Our Company and its affiliates globally. Applications will be considered in the order they are submitted.

Applications are reviewed on a rolling basis, so we encourage you to apply early. Please clearly state your availability in your resume, including your start and end dates.

What You Will Be Doing

• Respond to user queries in a timely and accurate manner, via internal platform and IM chat;


• Identify user needs, and quickly troubleshoot technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams;


• Follow up with users to ensure the reported technical issues are resolved;


• Analyze tickets to identify process improvement opportunities;


• Assist and support training projects and user feedback projects;


• Partner with the Engineering team on product optimizations will be a plus.

Qualifications

Minimum Qualifications:

• Currently pursuing an Undergraduate/Master's in computer science, statistics, information management, data science or a related discipline.;


• Familiarity with HTML, JavaScript, SQL, HTTP protocols, and internet technologies;


• Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities.

Preferred Qualifications

• Demonstrated ability to code in any programming language and able to construct complex SQL queries


• Strong teamwork and communication skills, proactive thinking, learning ability, and adaptability;


• Proactive, possesses strong initiatives, and ownership.


• AI Operations experience

Job Information

【For Pay Transparency】Compensation Description (Hourly) - Campus Intern

The hourly rate range for this position in the selected city is $25- $25.

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.

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:

• Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;


• Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and


• 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