User Operations Specialist - Trust and Safety

Tiktok • San Jose, CA

32d

About The Position

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 experiences.

Requirements

• Bachelor's degree, with minimum 1 year of work experience
• Technical support or User/Product Operations related experience in the internet industry.
• Thorough understanding of mobile-video products.
• Flexibility and willingness to support various projects as needed.
• Basic experience and knowledge in coding, data construction, and visualization
• Excel formulas, SQL functions (join, CTE, window function), Basic Python (pandas, numpy)
• Flexibility to work early morning and/or late evening and/or weekend shifts as needed due to time zone differences.

Nice To Haves

• 2-3 years in a very similar tech / troubleshooting / support role at a big tech or late-stage startup company
• Quick learner with analytical skills
• Excellent communication and problem-solving skills
• The ability to multi-task and work under pressure
• Self-driven, with a strong sense of ownership
• Ability to meet 5 days in office requirement.

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;
• Analyse tickets to identify process improvement opportunities;
• Assist and support training projects and user feedback projects;
• Assisting with daily data analytics work, such as QA sampling, metrics consolidationg, dashboard construction, data workflow governance, etc.
• Partner with the Engineering team on product optimizations will be a plus.
• This role follows a shift schedule - 7 days with 2 days off in lieu weekly and the shift might be on a ration basis.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Broadcasting and Content Providers
• Number of Employees: 5,001-10,000 employees