Customer Service Senior Analyst

Job Summary

A company is looking for a Customer Service Solution Senior Analyst to lead the evolution of its AI-powered customer support chatbot.

Key Responsibilities

• Own the roadmap and continuous evolution of the customer support chatbot, ensuring alignment with business goals and customer needs
• Manage and maintain a robust Quality Assurance (QA) system for the chatbot experience
• Define, track, and analyze key performance indicators (KPIs) to identify high-impact improvement opportunities

Required Qualifications

• Bachelor's degree in Business, Engineering, Product Design, or a related field
• 3 years of experience in Customer Experience, with at least 1 year in project management in a tech-driven environment
• Genuine passion for technology, automation, AI, and innovation
• Strong logical, analytical, and problem-solving skills
• High proficiency in English, both written and verbal