Responsibilities

• Utilize data-driven approach to analyze logs and user feedback to improve the coverage, resolution rate and customer satisfaction
• Become an expert and drive leadership and execution in processes, initiatives, and functionality as related to Customer Care platform including artificial intelligence products
• Work extensively with cross-functional stakeholders (Customer Experience, R&D, particularly algorithms engineers and product managers) to identify and implement optimal solutions in the areas identified fitting customer needs
• Construct and maintain knowledge base which align to local market needs/ customization
• Conduct user testing and support rollout for new features in local context
• Instruct AI model through annotation and prompt engineering
• Proposing and tracking key indicators and evaluation metrics of Customer Care and AI products
• Connecting technology, products, operations and other teams to drive for business changes

Qualifications 

• Fluent in English written and verbal communications skills is a must
• Business level in Mandarin written and verbal communication skills is a plus
• Strong empathy and focus on people, customer experience and satisfaction
• Strong analytical skills to analyze significant amounts of data with a high level of accuracy and always maintaining attention to detail
• Proficient in Excel
• Demonstrated ability to implement process and identify continuous improvement opportunities
• Ability to work in a fast-paced environment where priorities change often
• Experience with Data Analytics tools and Statistics (Python, SQL, Power BI) is a plus
• Understanding on current NLP/NLU/Large Language Model trend is a plus
• Bachelor’s degree with 3-5 years experience
• Prior experience in the contact center or ecommerce industry is a plus
• Prior experience in machine learning, AI, pattern recognition, data mining, and statistics is a plus
• Strong interest and belief in AI technology