Client Service Analyst - (Senior) AI Chatbot

📋 Description

• End-to-End bot management across CS platforms (Livechat, Help Center, Webform)
• Data-driven optimization of bot performance via fallback/resolution data
• Cross-functional collaboration with Product, Engineering, and CS Ops
• Knowledge integration: maintain chatbot KB using CRM data and SOPs
• Quality control: testing and refinement to reduce misinformation
• Innovation ownership: lead NLP, AI model training, language-specific flows

🎯 Requirements

• Bachelor's degree in Business, CS, Communications, or related field
• 5-7 years in chatbot/AI operations/automation in customer service
• Knowledge of CS ticket lifecycle, escalation, routing logic
• Bilingual Mandarin and English (spoken and written)
• Familiar with CRM platforms and NLP/AI tools
• Strong analytical and project management skills
• Thrive in fast-paced fintech environment

🎁 Benefits

• Study Growth Fund
• Internal Events
• Global Collaboration
• Career Advancement
• Internal Mobility