Senior Platform Operation Specialist

1 week ago


Singapur, Singapore TikTok Full time

About the team: Our Data-TnS-PUO Team provides troubleshooting and consulting services to internal Platform users. This team is responsible for:

  • Resolving user issues
  • Communicating with engineering teams
  • Analyzing problems and providing solutions
  • Maintaining SOP
  • Writing daily reports
  • Following escalation process
  • Ensuring top-quality user experience

Role Overview: The Senior Platform Operation Specialist leads the team to analyze user feedback, enhance ticket handling, and optimize product and business operations through collaborations.

Responsibilities:

  • Collaborate with stakeholders to improve platform service efficiency
  • Identify areas for user experience enhancement
  • Drive ticket handling efficiency improvements
  • Monitor platform operation metrics
  • Implement improvement changes
  • Develop the team and support career growth

Minimum Qualifications:

  • Experience in escalations process management
  • Strong problem-solving skills
  • Knowledge base building experience
  • Project and stakeholders management skills
  • Sense of ownership and accountability

Preferred Qualifications:

  • Bachelor's degree or above
  • 5+ years in user operations/ product support
  • 2+ years of people management experience
  • 3+ years of data analysis experience


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