About the role
Job Responsibilities
- Responsible for the development, maintenance, and continuous optimization of AI Customer Service Chatbots, including improving bot response quality, reducing escalation-to-human rates, and enhancing customer satisfaction - Manage customer service-related tools and platforms, including but not limited to Zendesk, internal help desk systems, ticketing workflows, automation rules, and knowledge base configurations - Drive AI adoption in customer service scenarios by evaluating and implementing suitable AI tools, platforms, or model capabilities to improve service efficiency and user experience - Collaborate closely with Product, Technology, and internal Customer Service teams to drive project implementation and execution - Coordinate with third-party systems and APIs to support customer service system integration and automation initiatives - Analyze customer service data and user feedback to continuously optimize customer service processes and system capabilities
Requirements
Mandatory Requirements
- Bachelor’s degree or above, preferably in Computer Science, Information Systems, Artificial Intelligence, Data Analytics, or related fields - 3–8 years of experience in customer service systems, AI products, or customer service operations - Hands-on experience in building and managing AI Chatbot / Conversational AI solutions - Familiarity with Zendesk platform configuration, maintenance, and core modules - Strong understanding of customer service workflows and operational frameworks - Strong project management and cross-functional collaboration skills
Technical Skills
- Familiar with at least one AI / NLP / LLM application scenario - Knowledge of large language models and platforms such as OpenAI, Claude, Gemini, etc. - Familiar with API integration and SaaS system integration - Strong data analysis skills with the ability to drive optimization through data insights - Experience with SQL, Python, or automation tools is an advantage
Preferred Qualifications
- Experience in finance, trading platforms, internet, or SaaS industries - Experience supporting multilingual customer service operations - Experience with AI Agent, RAG (Retrieval-Augmented Generation), or Knowledge Base development - Customer service team management experience is a plus
Benefits
What we can offer you:
- Life Insurances - Team Building
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