AI Performance & Insights Analyst Customer Support, Trust & Safety

Job description

Job Title
AI Performance & Insights Analyst - Customer Support, Trust & Safety
Location
Singapore
Employment Type
Regular
Job Code
A87891
Responsibilities
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy.

We are looking for an experienced results-oriented individual to join the team that is at the forefront of this mission.


About the Role: As a AI Analyst within the Performance & Insights Customer Support team, you will play a key role in developing and executing on analytics and reporting initiatives which deliver data-driven insights to internal and external stakeholders, including strategy, operations, business, engineering, and R&D teams in both globally.


This role is responsible for developing and executing on analytics and reporting initiatives which deliver data-driven insights to internal and external stakeholders, including strategy, operations, business, engineering, and R&D teams in both US and globally.


Work with large datasets to solve problems that could be ambiguous and nuanced using a variety of analytical and statistical approaches.


Conduct quantitative analysis using statistical regression, machine learning, as well as hypothesis testing and present analysis and recommendations in a user-friendly manner to propel business growth and customer satisfaction.


Develop a scientific approach to measure KPI fluctuation, impact of business initiatives, and customer experience and design indexes for continuous monitoring.


Design and implement foundational tests including A/B for measuring the effectiveness of customer support automation and customer service.


Create documentation articulating the underlying assumptions, design of test, success metrics, and conclusion.


Have familiarity with best practices and pragmatic approaches for addressing common issues including data quality, seasonality, insufficient training dataset, etc.


Perform predictive analysis and support business partners with revenue and loss forecasts, budgeting, risk and incident management to proactively address foreseeable challenges.


Conduct deep dive analysis and diagnosis to identify patterns, concentrations, correlations, root causes to provide transparency into business and product performance.


Partner with Product, Engineering, Data Science, Operations and cross-functional teams to inform, influence, support, and execute strategy and decisions.


Demonstrate understanding of common challenges facing TikTok business, key products, and the competitiveness of the marketplace.


Qualifications
Minimum Qualifications:
At least 5 years of experience in development or model/data pipeline development, with hands-on experience applying LLM technologies to real-world problems.


Experience working on AI chatbot, automation, and measurement and impact in an Operations role within a BPO / Social Media / Call center environment - experience with Customer Support would be an advantage;
Ability to work effectively in a dynamic environment, strong interpersonal and communication skills to engage with operational leadership and xfn stakeholders;
Efficient and able to prioritize, plan and multi-task with the ability to translate action steps into a systematic process;
Strong proficiency in programming languages for both Python and SQL
Experience in applied ML, particularly with Large Language Models (LLMs) and a strong track record of translating data into user insights and product impact.


Preferred Qualifications:
Clear understanding of data pipeline, model development, model testing and deployment;
Intellectual curiosity, along with excellent problem-solving and quantitative skills, including the ability to desegregate issues, identify root causes and recommend solutions.


Prior experience in working on community insights / content understanding
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.


Trust & Safety
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some.


We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us.


TikTok is an equal opportunities employer and welcomes applications from all sections of society.

We are committed to equal employment opportunity regardless of race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, or any other protected characteristic.


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Required Skill Profession

Other General