Product Operations Associate-Customer Care

We are seeking a detail-oriented professional to manage and enhance our chatbot knowledge base, ensuring users receive prompt and accurate resolutions to their inquiries. This role involves collaborating closely with product and technology teams to implement and test new chatbot features, as well as applying data analysis to improve chatbot performance and customer satisfaction. The ideal candidate will combine strong business acumen with technical skills to optimize AI-driven customer service solutions.

Key Responsibilities

- Manage and maintain the chatbot knowledge base to provide quick and effective resolutions for user concerns.
- Participate in chatbot model training to enhance model accuracy and improve answer matching.
- Collaborate with product and technology teams to implement new chatbot features and conduct user acceptance testing for these updates.
- Analyze customer interactions and chatbot data logs using data analysis techniques to increase coverage, resolution rates, and overall customer satisfaction.
- Leverage business knowledge and customer use cases to deliver optimal resolutions that align with user needs through the application of existing technologies.

Required Qualifications

- Bachelor’s degree in IT, Computer Science, or a related field, or equivalent professional experience. Candidates with knowledge of customer service in e-commerce, business processes, project management, and data analysis are encouraged to apply.
- 1-2+ years of experience in customer service within e-commerce, retail operations, AI products, or chatbot environments.
- Strong data analysis skills with logical thinking and the ability to quickly identify key issues and solutions. Familiarity with basic programming languages such as SQL or Python is preferred, along with proficiency in Excel for data analysis.
- Proven problem-solving abilities, including troubleshooting chatbot operational issues, testing new features, identifying bugs, and reporting them effectively.
- Excellent documentation and reporting skills, with the ability to communicate ideas clearly and concisely through written content and conversational skills.

Preferred Qualifications and Additional Skills

- Ability to work independently and proactively manage schedules and workloads to meet deadlines.
- Capacity to perform well under pressure, maintain composure during stressful situations, and handle shifting priorities effectively.
- Highly organized, eager to learn, and dedicated to continuous improvement.
- Knowledge of chatbot industry standards, usability, design trends, and experience optimization is a plus.

This position offers a unique opportunity to contribute to the advancement of AI-driven customer service tools within a dynamic and collaborative environment. Candidates who are passionate about technology, customer experience, and data-driven decision-making will find this role rewarding and challenging.