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