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AI Performance & Insights Analyst - Customer Support, Trust & Safety
Full-time
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
As an AI Analyst within the Performance & Insights Customer Support team, you will play a key role in developing and executing analytics and reporting initiatives which deliver data-driven insights to internal and external stakeholders, including strategy, operations, business, engineering, and R&D teams globally. You are playing a key role in empowering TikTok platform to achieve AI automation. You will contribute to the development of industry-leading capabilities to optimize system configuration, resource allocation, scheduling, and BPO operations in fast-paced environments while monitoring performance and continuously looking for areas to improve efficiency.
Responsibilities
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.
Develop a scientific approach to measure KPI fluctuation, impact of business initiatives, and customer experience.
Design and implement foundational tests including A/B for measuring the effectiveness of customer support automation and customer service.
Perform predictive analysis and support business partners with revenue and loss forecasts, budgeting, risk and incident management.
Conduct deep dive analysis and diagnosis to identify patterns, concentrations, correlations, root causes.
Partner with Product, Engineering, Data Science, Operations and cross-functional teams to inform, influence, support, and execute strategy and decisions.
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 - Customer Support experience is an advantage.
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.
Prior experience in working on community insights / content understanding.
