Own end-to-end AI experience for EX, incl. intents, content, workflows, outcomes.
Refine Q&As; maintain persona and brand alignment.
Convert Q&As into structured knowledge articles; publish with Content Strategy.
Audit conversations; diagnose content vs model issues; propose fixes.
Configure workflows, automations, guardrails per business needs.
Analyze bot KPIs (resolution, deflection, fallback) and improve.

🎯 Requirements

3-5 years in chatbot ops, conversational design, or content/knowledge mgmt in B2B SaaS (CX
Strong ability to analyze conversations and derive insights.
Hands-on ITSM experience (prefer Freshservice) for automation opportunities.
Experience creating/refining Q&As, intents, workflows, or knowledge articles.
Independent contributor with cross-team collaboration.
Strong attention to detail and communication skills.

🎁 Benefits

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