About the Team

TikTok Shop's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers, and creators.

Our Angel OnCall team is responsible for ensuring our automation routes internal-customers to the right internal team, to resolve their query. In the event that the tool does not route correctly, or the issue is not resolved, you will analyse both rooting & resolution root-cause problems to define a recovery plan.

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.
Applications are reviewed on a rolling basis, so we encourage you to apply early.

Responsibilities:

1. Process improvements
- Analyse OnCall ticket processing performance to monitor SOP effectiveness in order to have close-loop tracking for SOP improvements.
- Analyse key gaps in long resolution time, or low satisfaction rate, or low close-loop rate labels for SOP optimisation to improve resolution handling time and rate.
- Assist SOP PM with Full Revamp of SOP to ensure contents are updated.
- Assist to restructure SOP for better agent user friendliness in order to improve resolution rate and solution accuracy.
- Work with SOP PM to explore potential AI improvement projects to improve service handling / automations.

2. Quality Assurance

• Conduct ticket quality analysis as well as corresponding root cause analysis to identify operational gaps.