Platform User Operations Specialist Project Intern (TikTok-Platform Responsibility-User Feedback Operations) - 2027 Start

Location: San Jose, California, United States of America Department: Operations

Our Platform User Operations (PUO) Team is responsible for providing instant troubleshooting and consulting services to internal platform users. This position is mainly responsible for: receiving and resolving user queries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experience.

The team operates 7 days a week. Team members generally work 5 days/week with weekend shift coverage on a rotating basis. Generally, shifts are 8am-5pm during daylight saving time and 7am-4pm during non-daylight saving time, but specific shift hours and days could change based on the actual business needs.

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.

Successful candidates must be able to commit to 5 days on-site per week and at least 4 months long internship period, with immediate availability preferred.

Responsibilities

• Respond to user queries in a timely and accurate manner, via internal platform and IM chat;
• Identify user needs, and quickly troubleshoot technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams;
• Follow up with users to ensure the reported technical issues are resolved;
• Analyze tickets to identify process improvement opportunities;
• Assist and support training projects and user feedback projects;
• Partner with the Engineering team on product optimizations will be a plus.

Minimum Qualifications

• Currently pursuing an Undergraduate in computer science, statistics, information management, data science or a related discipline;
• Familiarity with HTML, JavaScript, SQL, HTTP protocols, and internet technologies;
• Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities.
• Fluency in written and spoken Chinese is needed to manage stakeholders in China market.

Preferred Qualifications

• Demonstrated ability to code in any programming language and able to construct complex SQL queries
• Strong teamwork and communication skills, proactive thinking, learning ability, and adaptability;
• Proactive, possesses strong initiatives, and ownership.
• AI Operations experience