Platform User Operations Specialist

About the Team

The Platform User Operations (PUO) Team specializes in delivering prompt troubleshooting and consulting support to internal platform users. This role involves addressing user inquiries, collaborating with engineering teams, analyzing issues to find optimal solutions, maintaining standard operating procedures (SOP), compiling daily reports, and adhering to escalation protocols to ensure exceptional user service.

The team operates 24/7 providing technical support for users and business partners on content safety platforms.

Key Responsibilities

• Respond promptly and accurately to user queries through internal platforms and instant messaging.
• Identify user needs and swiftly troubleshoot technical problems utilizing internal databases, effective workarounds, and solutions from engineering teams.
• Follow up to confirm resolution of reported technical issues.
• Analyze support tickets to discover opportunities for process improvements.
• Support training initiatives and gather user feedback.
• Collaborate with engineering on product enhancements when possible.

Qualifications

Minimum Requirements:

• Bachelor's degree in Computer Science or related discipline, or a minimum of one year’s experience as a technical consultant, providing technical troubleshooting/application support, or collaborating with engineering teams.
• Knowledge of HTML, JavaScript, SQL, HTTP protocols, and internet technologies.
• Strong problem-solving, critical thinking, and analytical skills with the ability to independently manage rapidly changing priorities.
• Willingness to work a rotating schedule (five days per week) across all shifts including mornings and nights, with some weekend availability, due to 24/7 operational needs.

Preferred Qualifications:

• Demonstrated programming ability and competence in constructing advanced SQL queries.
• Excellent teamwork and communication skills, proactive mindset, eagerness to learn, and adaptability.
• Self-motivated with strong initiative and ownership.
• Experience in AI Operations is a plus.

About TikTok

TikTok is a leading global platform for short-form mobile videos aimed at inspiring creativity and bringing joy. With headquarters in Los Angeles and Singapore, and offices worldwide, TikTok fosters an innovative environment where diverse teams collaborate to create value for communities and users.

Why Join Us

TikTok is dedicated to nurturing creativity through technology. The company values curiosity, humility, and impact-driven work in a fast-growing tech environment. Employees embrace challenges, foster constant innovation, and work together to achieve meaningful successes.

Diversity & Inclusion

TikTok is committed to fostering an inclusive workplace that values diverse skills, experiences, and perspectives. Reflecting the global communities the platform serves, TikTok celebrates diverse voices and strives to cultivate an environment where everyone can thrive.