About the role
Responsibilities
TikTok E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our uses, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. The Service Support Center Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators.
As a Escalation Operations Intern, you will have the opportunity to engage in impactful short-term projects that provide you with a glimpse of professional real-world experience. You will gain practical skills through on-the-job learning in a fast-paced work environment and develop a deeper understanding of your career interests.
Applications will be reviewed on a rolling basis - we encourage you to apply early.
We are looking for an Escalation Operations Intern to support the AMER Oncall Service and Operations team in handling escalations and complex cases. This role is a great opportunity to gain hands-on experience in operations, seller/creator support, and cross-functional collaboration.
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.
Responsibilities
- Support the resolution of seller and creator escalations by assisting with case management, researching issues, and coordinating with cross-functional teams under the guidance of team members.
- Help identify recurring issues, summarize findings, and contribute to improvement initiatives aimed at enhancing the seller and creator experience.
- Assist with tracking operational metrics (e.g., CSAT, SLA), monitoring improvement plans, and compiling data to support team reporting and analysis.
- Maintain knowledge management resources, SOPs, and process documentation, ensuring information is organized and up to date.
- Support QA and training initiatives by coordinating administrative tasks, preparing materials, and assisting with team readiness activities.
- Build strong working relationships through clear communication, professional support for internal and external stakeholders, and participation in cross-functional projects and team initiatives.
Qualifications
Minimum Qualifications
- Currently pursuing a Bachelor's or Master's degree in a relevant field such as Business Administration, Operations Management, Project Management, Engineering, Information Systems, Compliance, or a related discipline.
- Strong analytical and problem-solving skills, with the ability to structure ambiguous issues and turn data into insights.
- Strong written and verbal communication skills.
- Interest in learning about escalation processes and handling complex customer/stakeholder situations.
- Ability to build and maintain positive working relationships with internal stakeholders.
- Interest in process improvement, tooling, and operational efficiency.
- Familiarity with or interest in using AI and automation tools to support operations.
Preferred Qualifications
- Comfortable working with data to identify trends and support problem-solving.
- Prior internship, coursework, or project experience in compliance, governance, policy, trust & safety, consulting, operations, or marketplace/e-commerce environments.