TikTok Shop - Service Automation Specialist - Seattle

Global E-commerce'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. As part of the GNE organization, our Service Support Centre (SSC) provides customer service to Buyers, Partners, and internal users. We are looking for a talented individual to join us as Service Automation Specialist (L3 Auto Pilot). You will get unparalleled opportunities to pursue bold ideas and explore limitless growth.



Responsibilities

- Analyze customer behaviour and data performance, continuously driving L3 Auto Pilot Service capabilities improvement that aligns with region-specific market trends and challenges.

- Conduct competitor analysis to identify capability gaps that need to be addressed across the end-to-end L3 operation process.

- Collaborate with algorithm and product teams to follow up on the progress of improvement needed for LLM model and operation management platform to ensure timely launch, tailored to the diverse markets within the region.

- Participate in developing and maintaining scenario-based L3 service solutions, including policy, SOP, and prompt engineering that are required for implementation

- Oversee L3 Auto Pilot performance and metrics, delivering analysis report to drive continuous improvement of the efficiency and customer experience.