The future of e-commerce customer service is intelligent, efficient, and AI-driven. Our team is dedicated to replacing traditional human-agent customer service with an advanced AI-powered conversational system that provides instant, intelligent, and seamless support for TikTok's global e-commerce platform.
Requirements
- Experience with software development in at least one of the following programming languages: C++, Python, Go, Java
- LLM Development & Post-Training Expertise: Experience in fine-tuning, distillation, or reinforcement learning of large language models for conversational AI applications.
- Multilingual AI Development: Proficiency in multilingual NLP, machine translation, and cross-lingual dialogue modeling.
- Advanced NLP & Deep Learning: Strong grasp of AI agents, retrieval augmented generation, mixture of experts, sparse attention, reinforcement learning, inference time scaling etc. for improving AI dialogue quality.
- Scalability & Efficiency: Experience in distributed model training, low-latency inference, and edge AI for large-scale customer service applications.
- 3+ working experience in one of the following fields: machine learning, NLP, and computer vision
Responsibilities
- Develop AI-Powered Customer Service Systems: Design and implement an AI-driven conversational customer service agent that can handle e-commerce inquiries, complaints, refunds, dispute resolutions, and logistical issues, replacing traditional human customer service agents.
- LLM Post-Training & Data-Efficient Learning: Apply state-of-the-art LLM post-training techniques, such as instruction tuning, reinforcement learning from human feedback (RLHF), and continual learning, to optimize AI customer service responses with minimal labeled data.
- Benchmark and training data construction: Identify challenging customer service interactions, such as policy clarifications, dispute handling, and multi-turn complaint resolution, and construct specialized datasets to enhance AI training.
- Develop Multilingual Customer Support: Build AI models capable of handling customer service interactions across multiple languages and cultural contexts, ensuring accurate translation and appropriate responses for a diverse global audience.
- Optimize Model Efficiency & Deployment: Work on model compression, quantization, and efficient inference techniques to ensure the AI customer service assistant can run at scale with low latency and high reliability.
- Develop AI Customer Support Systems: Build and optimize AI-driven customer service models capable of handling high-volume, complex user inquiries while ensuring high response accuracy and reliability.
- Enhance LLM-Based Customer Interaction Models: Implement LLM post-training strategies to improve customer support interactions, reducing errors, hallucinations, and irrelevant responses.
Other
- Bachelor's degree in Computer Science or related technical field
- This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.
- In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department.
- E-commerce Business Acumen: Understanding of e-commerce policies, dispute resolution workflows, and merchant-buyer interactions to enhance AI service design.
- Inspiring creativity is at the core of TikTok's mission.
