Customer Service Workbench Product Operations Project Intern

Responsibilities

About the Team TikTok Shop's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers, and creators. In this role, you will be deeply involved in the full lifecycle management of the international e-commerce customer service workbench, spanning the complete process from requirement collection and project execution to user operations. You will grow quickly into a versatile talent with strong business, product, and operations capabilities. 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: 1. End-to-End Operations for the Customer Service Workbench - Project Delivery: Independently manage the end-to-end rollout of MWF quarterly requirements, including requirement clarification, progress tracking, launch acceptance, and post-launch review, to ensure timely and high-quality delivery. - Issue Resolution and Closure: Build and maintain a daily issue feedback and resolution mechanism for MWF. Be responsible for collecting frontline issues, identifying root causes, following through on solutions, and closing the loop through stakeholder communication, continuously improving product stability and user experience. - Training System Development: Own the content updates and version iterations of MWF product training materials, and establish a complete feedback collection and optimization mechanism to ensure the practicality and timeliness of training content. - User Enablement: Partner with the training team to organize product function training sessions and Q&A support, ensuring frontline customer service teams understand the functions, know how to operate them, and can apply them effectively in practice, thereby improving product adoption and value realization. 2. Full Lifecycle Requirement Management - Quarterly Requirement Management: Support different business lines in collecting, reviewing, and submitting quarterly requirements. Proactively work with stakeholders to resubmit and follow up on historical backlog items, ensuring the completeness and timeliness of the requirement pipeline. - Optimization of Upstream and Downstream Collaboration Mechanisms: Continuously iterate the requirement communication mechanism across upstream and downstream teams. Through process optimization, earlier involvement, and standardized output, help upstream teams build stronger judgment on whether service-side modifications are needed in the early requirement stage, reducing requirement changes and resource waste. - Delivery of Intelligent Customer Service Factor Requirements: Assist in driving the collection, review, and implementation of ongoing factor requirements for the intelligent dialogue bot (Chatbot). Establish quality validation standards for factor delivery to continuously improve the accuracy of intelligent responses.

Qualifications

Minimum Qualification(s): - Currently pursuing a Bachelor's or above degree in Computer Science, Information Management, Statistics, E-commerce, or other related fields are a plus. - Strong logical thinking with solid problem analysis and problem-solving skills; able to break down complex problems quickly and identify the key issue. - Excellent communication and coordination skills; able to work efficiently with technical, product, business, and operations teams to drive project execution. - Detail-oriented, responsible, and able to handle multiple tasks in parallel. Preferred Qualification(s): - Proficient in office tools such as Lark Docs, Excel, and PowerPoint, with the ability to independently complete data statistics and analysis reports. - SQL skills and prior data analysis experience are preferred. - Prior internship experience in internet product or operations roles is preferred. Experience with customer service systems, B2B products, or the e-commerce industry is a plus. If you have any questions, please reach out to us at [email protected]

Job Information