AI Analysis & Performance Analyst - Customer Support, Trust & Safety

Written by the T&S Network from TikTok's posting.

Analytics and reporting work for TikTok's Customer Support team, within its Performance & Insights group, supporting the move toward AI automation of customer support. The role builds measurement and insight for support operations, BPO operations, and human-AI task allocation, with outputs going to strategy, operations, engineering, and R&D teams.

What you'd do

• Analyze large, ambiguous datasets using statistical regression, machine learning, and hypothesis testing.
• Design and run A/B and other foundational tests to measure customer support automation effectiveness.
• Build KPI indexes and monitoring to track fluctuation, initiative impact, and customer experience.
• Write documentation covering test assumptions, design, success metrics, and conclusions.
• Run predictive analysis, including revenue and loss forecasts, budgeting, and risk and incident planning.
• Diagnose root causes, patterns, and correlations in business and product performance.
• Partner with Product, Engineering, Data Science, and Operations to shape strategy and decisions.

What it asks for

• At least three years building models or data pipelines, including practical work applying LLMs.
• Experience in an operations role within a BPO, social media, or call center environment, working on chatbot, automation, or measurement.
• Strong proficiency in Python and SQL.
• Applied ML experience, particularly with large language models.
• Track record of turning data into user insights and product impact.
• Familiarity with data quality, seasonality, and limited training data issues.
• Experience with customer support (preferred).

Worth knowing

• Fast-paced environment with dynamic priorities.

Terms in this role

BPO.

Business process outsourcing: a vendor that runs work such as content review for client platforms.

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on TikToknorth_east before you apply. If we got something wrong, report this listing.