Responsibilities
About the Team
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. By leveraging Large Language Models (LLMs) and NLP, we are building an AI customer service system that can understand user queries, resolve disputes, guide transactions, and enhance the overall shopping experience without the need for human intervention.
Our cutting-edge AI is designed to handle complex customer interactions, including answering product inquiries, resolving order issues, processing refunds, and assisting sellers with operational tasks. Through LLM post-training, we ensure that our AI assistant is continuously learning and improving, providing more accurate, context-aware, and human-like interactions.
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By joining us, you will be at the forefront of transforming customer service in e-commerce, helping build an AI system that understands, adapts, and provides intelligent solutions - all while reducing costs and improving efficiency for merchants and the platform.
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. We regularly review our hybrid work model, and the specific requirements may change at any time.
What You Will Do
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 and Efficient Learning: Collaborate closely with algorithm teams to 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.
Model Optimization and Efficient Deployment: Research and implement model compression, quantization, and inference optimization methods. Design efficient deployment strategies, enhance open-source frameworks, and explore cutting-edge generative AI to deliver world-class conversational agents.
RAG Technology and Applications: Lead the design and optimization of RAG frameworks, improve retrieval system performance, implement advanced algorithms, ensure system reliability, and build evaluation systems to optimize business outcomes.
Qualifications
Minimum Qualifications
- Bachelor's degree or above in Computer Science, Artificial Intelligence, Mathematics, or related fields.
- Proficient in developing languages such as Python, Go, C++, or Java.
- Minimum 1 year of experience with large-scale software development, especially in high-concurrency and high-availability systems.
Preferred Qualifications
- Prior experience in building or contributing to dialogue agents, LLMs, prompt engineering or similar.
- Familiar with top open-source projects (e.g., Dify, vLLM, sglang).
- Participation in open-source communities or relevant project contributions.
- Published papers or patents in relevant technical areas.
Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $137750 - $237500 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. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.