Start Date
Immediate
Expiry Date
04 Oct, 25
Salary
0.0
Posted On
05 Jul, 25
Experience
3 year(s) or above
Remote Job
Yes
Telecommute
Yes
Sponsor Visa
No
Skills
Knowledge Management, Analytical Skills, Data Analysis
Industry
Outsourcing/Offshoring
Knowledge Base Development
WHAT YOU’LL DO
We’re looking for someone to help us revolutionise customer support using AI! You’ll build and manage our smart self-service system that helps customers get answers instantly, 24/7. Think of yourself as the bridge between cutting-edge AI technology and real customer needs.
Help us deflect 50% of support tickets (about 7,500 monthly cases) through intelligent automation, making life better for both customers and our support team.
KEY RESPONSIBILITIES
AI Platform Management
Monitor performance and continuously improve response quality
Data-Driven Decision Making
Analyse support ticket patterns to identify automation opportunities
Track success metrics and report on improvements
Knowledge Base Development
Create clear, helpful self-service content that customers actually want to use
Keep content fresh and accurate through regular reviews
Cross-Team Collaboration
Work with support agents to capture their expertise and best practices
WHY THIS ROLE MATTERS
You’ll be at the forefront of AI-powered customer experience, directly improving how thousands of customers interact with our platform. This isn’t just about technology—it’s about creating genuine value for real people whilst positioning yourself as an expert in one of the fastest-growing areas of customer service.