Global Operations
AI SOP Specialist, Customer Support - Trust & Safety
Location
:
Singapore
Employment Type
:
Regular
Job Code
:
A22337
Responsibilities
About the team
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
This role is responsible for designing, maintaining, and continuously improving AI-driven Standard Operating Procedures (SOPs) that enhance efficiency, reduce manual effort, and improve the user and creator experience. Working closely with operations, product, and customer support leaders, the specialist will ensure AI tools are integrated seamlessly into day-to-day workflows while maintaining compliance and service quality.

Responsibilities

• Pre-launch
• Converting Human SOP into AI SOP in terms of workflow/decision tree and ensure the good quality of AI SOP
• Work together with the Human SOP team, ensure the exhaustiveness of customer inquiries as well as the solutions.
• Work together with the Product Operation team to make sure the alignment on the AI SOP is fulfilling the requirement towards ticketbot build-up
• Post-launch
• Ensure AI SOP (workflow/decision tree) is up to date and subsequently updating Ticketbot
• Callibrate with product team as well as human SOP stakeholders to provide valuable feedback for optimisaiton
• Work together with AI QA team to identify and address ticketbot quality issues

Performance Monitoring & Reporting

• Pre-Launch
• Track the consistency rate in development testing stage, optimise the AI SOPs to make sure the consistency rate is meeting the target
• Track both good/excellent score and CSAT% during A/B testing stage and optimise towards the target achievement in conjunction with the product team
• Post-Launch
• Track both good/excellent score and CSAT% as the main Metrics for the performance of AI BOT and optimise towards good user experience

Quality, Compliance & Risk Management

• Work together with AI QA team to ensure AI-driven customer interactions comply with company policies, data privacy, and regulatory requirements.
• Maintain version control of SOPs, ensuring updates are properly communicated and adopted.
• Conduct periodic reviews and audits of AI-supported workflows to identify risk or compliance issues.

Qualifications

Minimum Qualification(s)

• Bachelor’s degree in Business Administration, Operations, Data/AI, or related field.
• 3+ years of experience in customer service operations, process improvement, or workflow documentation.
• Practical experience with customer service platforms (Zendesk, Salesforce Service Cloud, Intercom, or similar).
• Strong ability to write clear, structured SOPs and process maps.
• Knowledge of AI-enabled tools in customer service (chatbots, RPA, agent assist).
• Strong understanding of compliance requirements (GDPR, CCPA, data privacy in customer service).

Preferred Qualification(s)

• Experience in AI operations or automation within a customer service environment.
• Familiarity with prompt writing, ChatGPT business-level usage or decision-tree making will be a advantage
• Strong analytical skills to measure and optimize workflows.
• Excellent communication and stakeholder management skills across technical and non-technical teams.

Job Information
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok’s global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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Why Join Us
Inspiring creativity is at the core of TikTok’s mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
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We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We’re resilient and embrace challenges as they come. By constantly iterating and fostering an “Always Day 1” mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
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Diversity & Inclusion
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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. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
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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. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
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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. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach

• Pre-launch
• Converting Human SOP into AI SOP in terms of workflow/decision tree and ensure the good quality of AI SOP
• Work together with the Human SOP team, ensure the exhaustiveness of customer inquiries as well as the solutions.
• Work together with the Product Operation team to make sure the alignment on the AI SOP is fulfilling the requirement towards ticketbot build-up
• Post-launch
• Ensure AI SOP (workflow/decision tree) is up to date and subsequently updating Ticketbot
• Callibrate with product team as well as human SOP stakeholders to provide valuable feedback for optimisaiton
• Work together with AI QA team to identify and address ticketbot quality issue