Service Operations Project Intern (TikTok Shop - Brazil)

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 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. 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.

1. 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.

1. 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.

1. 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.

Minimum Qualifications:

• Please submit your CV in English, as the role requires communication with global stakeholders and the evaluation process will be conducted in English.
  -Currently pursuing a Undergraduate in Business or a related discipline.
• 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