Service Operations Project Intern (TikTok Shop - Brazil) - 2026 Start (BS/MS)

Description du poste:

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe. We are looking for a proactive and detail-oriented Service Operations Project Intern to support day-to-day service operations in Brazil. This role will focus on ticket operations, issue tracking, and coordination with internal teams and BPO vendors. You will play a key role in ensuring smooth execution of service processes and improving customer and seller experience. As a project intern, you will have the opportunity to engage in impactful short-term projects that provide you with a glimpse of professional real-world experience. You will gain practical skills through on-the-job learning in a fast-paced work environment and develop a deeper understanding of your career interests. Applications will be reviewed on a rolling basis - we encourage you to apply early. Successful candidates must be able to commit to at least 12 months long internship period. Responsibilities: 1. Ticket Operations & Daily Execution - Monitor and manage daily service tickets (buyer / seller cases). - Support ticket routing, follow-ups, and SLA tracking. - Identify abnormal cases and escalate when necessary. - Ensure timely and accurate handling of service requests. 2. Issue Tracking & Operational Support - Track recurring issues and summarize key patterns. - Support basic root cause analysis for common problems. - Assist in maintaining issue logs and reporting trackers. - Help improve operational efficiency through daily observations. 3. BPO Support - Work closely with BPO teams to ensure proper execution of SOPs. - Follow up on pending cases and ensure resolution quality. - Support communication between local teams and vendors. 4. Cross-team Coordination - Support communication with internal stakeholders (Ops, Logistics, Policy, Product, etc.). - Help document issues, action items, and follow-ups. - Ensure alignment across teams on ongoing topics. Please submit your CV in English, as the role requires communication with global stakeholders and the evaluation process will be conducted in English

Profil requis du candidat:

Minimum Qualifications: - Currently pursuing an Undergraduate/Master Degree - Strong attention to detail and sense of ownership. - Comfortable working with data (Excel / Google Sheets). - Able to handle operational tasks with consistency and quality. - Strong analytical and communication skills across diverse stakeholders. Preferred Qualifications: - Interest in e-commerce or operations is a plus