Client Service Analyst - (Senior) AI Chatbot

职位要求 / 描述

<div class="content-intro"><p><strong>About Us</strong></p> <div data-page-id="HladdPLXIoNz4nxkqkCuk4rAs8v" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-XCikdRR2xoZIjdxtCKcuOflrs8d">Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance.</div> <div class="ace-line ace-line old-record-id-IF06dI0MPoBwYfxbZ4zui13HsoC"> </div> <div class="ace-line ace-line old-record-id-X5EbdOwvMoYuOmxQBbuueUEDsDd">Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution.</div> <div class="ace-line ace-line old-record-id-LtVud2dO7oglqJxxZoOucqjJsPc"> </div> <div class="ace-line ace-line old-record-id-RMHkdm4bPo66l3xMVO8ui1o8sle">Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services.</div> </div></div><p data-start="55" data-end="177">、</p> <div data-zone-id="0" data-line-index="0" data-line="true">Role Summary:</div> <div data-zone-id="0" data-line-index="1" data-line="true">We are looking for a Bybot CS Leader 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.</div> <div data-zone-id="0" data-line-index="2" data-line="true"> </div> <div data-zone-id="0" data-line-index="3" data-line="true">This role is critical in driving automation, improving resolution quality, and ensuring seamless integration between AI support and human assistance.</div> <div data-zone-id="0" data-line-index="4" data-line="true"> </div> <div data-zone-id="0" data-line-index="5" data-line="true">Key Responsibilities:</div> <div data-zone-id="0" data-line-index="6" data-line="true">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).</div> <div data-zone-id="0" data-line-index="7" data-line="true">Data-Driven Optimization: Analyze fallback rates, resolution rates, and user feedback to improve bot performance and enhance self-service efficiency.</div> <div data-zone-id="0" data-line-index="8" data-line="true">Cross-Functional Collaboration: Work with Product, Engineering, and CS Ops to align chatbot content and decision making with actual user behavior.</div> <div data-zone-id="0" data-line-index="9" data-line="true">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.</div> <div data-zone-id="0" data-line-index="10" data-line="true">Quality Control: Conduct scenario-based testing and refinement to reduce misinformation or irrelevant bot replies including anomalies detection and correction.</div> <div data-zone-id="0" data-line-index="11" data-line="true">Internal Enablement: Provide training and documentation for internal teams to understand and maximize the benefits of Bybot.</div> <div data-zone-id="0" d

技能关键字

职责方向