HR Operations Specialist

User Operations Specialist, Platform ResponsibilityLocation: San JoseEmployment Type: RegularJob Code: A229304ResponsibilitiesOur 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 queriesCommunicating with our engineering teamsAnalyzing and providing the best solutionsMaintaining the SOPWriting daily reportsFollowing the escalation processProviding top-quality user experiencesResponding to user queries in a timely and accurate manner, via internal platform and IM chatIdentifying user needs, and quickly troubleshooting technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teamsFollowing up with users to ensure the reported technical issues are resolvedAnalyzing tickets to identify process improvement opportunitiesAssisting and supporting training projects and user feedback projectsAssisting with daily data analytics work, such as QA sampling, metrics consolidating, dashboard construction, data workflow governance, etc.Partnering with the Engineering team on product optimizations will be a plusThis role follows a shift schedule - 7 days with 2 days off in lieu weekly and the shift might be on a ration basisQualificationsMinimum Qualifications:Bachelor's degreeTechnical support or User/Product Operations related experience in the internet industryThorough understanding of mobile-video productsFlexibility and willingness to support various projects as neededBasic experience and knowledge in coding, data construction, and visualization - Excel formulas, SQL functions (join, CTE, window function), Basic Python (pandas, numpy)Flexibility to work early morning and/or late evening and/or weekend shifts as needed due to time zone differencesPreferred Qualifications:Quick learner with analytical skillsExcellent communication and problem-solving skillsThe ability to multi-task and work under timelinesSelf-driven, with a strong sense of ownershipFor Pay TransparencyCompensation Description (Annually):The base salary range for this position in the selected city is $70304 - $104000 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure). The Company reserves the right to modify or change these benefits programs at any time, with or without notice.For Los Angeles County (unincorporated) Candidates: Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.About TikTokTikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.Why Join UsInspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.Diversity & InclusionTikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.TikTok AccommodationTikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at