Chatbot Automation Specialist

5 days ago

Greater Kuala Lumpur, Malaysia Bybit Full time 60,000 - 120,000 per year

Role Summary:

We are looking for a
Senior Chatbot Specialist
to not only develop strategies in driving the enhancement of our chatbot (Bybot) but also being hands-on in implementing/executing the results within the global customer service ecosystem.

This role is critical in driving automation, improving resolution quality, and ensuring seamless integration between AI support and human assistance.

Key Responsibilities:

  • End-to-End Bot Management:
    Drive the entire life cycle from planning, training, implementation, system/app integration, performance monitoring, and continuous improvement of Bybot across CS platforms (Livechat, Help Center, Webform).
  • Data-Driven Optimization:
    Analyze fallback rates, resolution rates, and user feedback to improve bot performance and enhance self-service efficiency.
  • Cross-Functional Collaboration:
    Work with Product, Engineering, and CS Ops to align chatbot content and decision making with actual user behavior.
  • Knowledge Integration:
    Manage and maintain chatbot knowledge base using CRM data, SOPs, and Help Center content. Ensure accuracy and clarity in both English and Mandarin content.
  • Quality Control:
    Conduct scenario-based testing and refinement to reduce misinformation or irrelevant bot replies including anomalies detection and correction.
  • Internal Enablement:
    Provide training and documentation for internal teams to understand and maximize the benefits of Bybot.
  • Innovation Ownership:
    Initiate and lead projects related to NLP optimization, AI model training, auto-routing improvements, and language-specific flows.

Requirements:

  • Bachelor's degree in Business, Computer Science, Communications, or related field, ideally with Data Analytics and Business Intelligence
  • More than 1 year experience in chatbot/AI operations/automation in customer service
  • Solid understanding of CS ticket lifecycle, escalation workflow, and inquiry routing logic
  • Mandatory to be Bilingual in Mandarin and English (spoken and written) to liaise closely with mandarin-speaking counterparts from product and tech teams on reviewing chinese documentation.
  • Familiar with CRM platforms/systems e.g , and basic knowledge of NLP/AI tools.
  • Strong analytical, project management, and cross-departmental interpersonal and skills.
  • Ability to thrive in a fast-paced high workload volume environment (fintech industry) and adapt to evolving user needs.

Nice to Have:

  • Understanding of crypto-related user scenarios (P2P, fiat, trading, Web3).

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