AI Client Experience Manager

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Take charge of the AI and automation roadmap for the Client Experience function in collaboration with the Head of Client Experience.

• Enhance the existing chatbot and associated AI tools, concentrating on response quality, intent management, containment, escalation logic, and customer satisfaction.

• Discover, assess, and execute appropriate AI solutions, workflows, and service automation opportunities throughout customer support operations.

• Collaborate closely with Product, Engineering, and pertinent stakeholders on integrations, platform upgrades, and the execution of AI-related projects.

• Optimize customer support workflows, the knowledge base structure, and automation processes across customer service platforms and tools.

• Utilize service data, chatbot analytics, and customer feedback to evaluate performance, pinpoint gaps, and promote ongoing improvement.

⛳️ Requirements

• Over 4 years of experience in customer experience, service operations, conversational AI, chatbot management, CX technology, or customer support automation roles.

• A degree in Data Science, AI, or a related field is preferred; however, equivalent practical experience is also acceptable.

• Practical experience in implementing, managing, or enhancing AI chatbots, virtual assistants, or LLM-enabled support solutions.

• Strong comprehension of customer service workflows, support journeys, escalation paths, and self-service models.

• Experience with customer service or support platforms such as Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, or similar systems.

• Capability to translate business needs into actionable AI use cases, implementation strategies, and measurable service enhancements.

• Excellent stakeholder management and cross-functional collaboration abilities, with experience working with both business and technical teams.

• Technical Skills

• Familiarity with at least one AI, NLP, or LLM application domain.

• Knowledge of large language models and their applications, including OpenAI, Claude, and Gemini.

• Experience with API integration and SaaS platform integrations.

• Strong analytical skills with the ability to drive enhancements through data insights.

• Experience with SQL, Python, or automation tools is advantageous.

• Understanding of knowledge bases, prompt logic, workflow automation, and AI-supported customer service processes.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Collaborative and inclusive company culture.