About The Team

We are seeking a Chatbot Specialist to design, manage, and continuously improve our chatbot ecosystem. This role blends customer experience, operational discipline, and digital innovation. You'll be the voice behind our chatbot, ensuring every interaction is simple, empathetic, and leaves customers feeling cared for.

Job Description

Customer Experience & Conversation Design

Craft chatbot flows that feel human, empathetic, and on-brand.
Simplify complex policies or processes into clear, customer-friendly messages.
Collect and apply customer feedback to improve tone, accuracy, and usability.

Chatbot Operations & Monitoring

Oversee day-to-day chatbot performance, tracking KPIs (containment, handover rate, CSAT/DSAT, intent accuracy).
Identify gaps in intents, routing logic, or flows, and resolve them promptly.
Support QA and Ops teams by aligning chatbot scripts with escalation and resolution processes.

Analytics & Reporting

Use data analytics to monitor performance trends, identify root causes, and measure the impact of chatbot improvements.
Deliver reports and insights to stakeholders, highlighting both customer experience and business outcomes.
Translate data into actionable recommendations that directly support target achievement.

Cross-Team Collaboration

Partner with Product, Tech, and Data teams to implement enhancements and automation opportunities.
Support UAT, regression testing, and go-live monitoring for chatbot updates.
Liaise with Compliance and Risk teams to ensure chatbot flows adhere to regulatory requirements.

Innovation & Continuous Improvement

Benchmark chatbot performance against industry best practices.
Propose new use cases, integrations, and automation opportunities (e.g., API-driven flows, proactive outreach).
Stay updated on AI, NLP, and conversational design trends

Requirements

Bachelor's degree in Business, IT, Communications, or related field.
Experience in chatbot management, digital support, or customer service.
Understanding of chatbot KPIs and metrics (containment, handover, CSAT, intent accuracy).
Analytical mindset; comfortable working with data and performance dashboards.
Strong communication and writing skills, able to make technical or policy-heavy topics simple and empathetic.
Ability to work independently and prioritize tasks to meet deadlines.
Bonus: Experience in fintech, e-wallet, or regulated industries.