Job Description

Job Purpose

Frontline specialist responsible for the smooth operation and continuous improvement of the organization's digital helpline and AI chatbot platform.

Key Responsibilities & accountabilities

1. Helpline Operations & Supportt

Manage the daily queue of incoming

Helpline tickets and digital enquiries

, ensuring timely and accurate resolution according to service level agreements (SLAs). Act as the Tier 2 support, handling escalated customer support issues that require deeper knowledge of the digital platforms or problem-solving. Monitor service dashboards and generate basic reports on ticket volume, resolution time and common customer issues to identify trends.

2. Chatbot Platform & Agent Onboarding

Maintain a high-level understanding of the AI Chatbot platform's architecture, dialogue flows, and knowledge base. Develop and maintain up-to-date training materials and operational guides for the chatbot platform. Conduct hands-on onboarding and training sessions for new Helpline agents, ensuring they are proficient in using the chatbot interface and escalation procedures. Serve as the internal Subject Matter Expert (SME) on all chatbot functionalities.

3. Vendor & Product Liaison

Act as primary of the contact for the AI Chatbot Provider Team for troubleshooting, reporting bugs, coordinating maintenance windows and implementing new features. Conduct regular quality assurance (QA) checks on chatbot performance, identifying conversational gaps and suggesting improvements to dialogue logic. Assist the Digital Product team with testing new features, providing real-world operational feedback, and ensuring a seamless user experience across all digital channels.

Job Competencies

Minimum 1 year experience in a customer service, technical support or digital operations role. Proven experience using and managing a Helpdesk ticketing system (e.g.,Zendesk, Freshdesk, ServiceNow) Prior exposure to or hands - on experience with AI Chatbot or Conversational AI platforms (e.g., Dialogflow, Rasa, or proprietary solutions) is highly desirable.
Job Type: Contract

Benefits:

Dental insurance Gym membership Health insurance Maternity leave Opportunities for promotion Professional development Vision insurance Work from home
Work Location: In person