MY - CS - AI Operation Lead

Job Responsibilities

• Responsible for the development, maintenance, and continuous optimization of AI Customer Service Chatbots, including improving bot response quality, reducing escalation-to-human rates, and enhancing customer satisfaction
• Manage customer service-related tools and platforms, including but not limited to Zendesk, internal help desk systems, ticketing workflows, automation rules, and knowledge base configurations
• Drive AI adoption in customer service scenarios by evaluating and implementing suitable AI tools, platforms, or model capabilities to improve service efficiency and user experience
• Collaborate closely with Product, Technology, and internal Customer Service teams to drive project implementation and execution
• Coordinate with third-party systems and APIs to support customer service system integration and automation initiatives
• Analyze customer service data and user feedback to continuously optimize customer service processes and system capabilities

Mandatory Requirements

• Bachelor’s degree or above, preferably in Computer Science, Information Systems, Artificial Intelligence, Data Analytics, or related fields
• 3–8 years of experience in customer service systems, AI products, or customer service operations
• Hands-on experience in building and managing AI Chatbot / Conversational AI solutions
• Familiarity with Zendesk platform configuration, maintenance, and core modules
• Strong understanding of customer service workflows and operational frameworks
• Strong project management and cross-functional collaboration skills

Technical Skills

• Familiar with at least one AI / NLP / LLM application scenario
• Knowledge of large language models and platforms such as OpenAI, Claude, Gemini, etc.
• Familiar with API integration and SaaS system integration
• Strong data analysis skills with the ability to drive optimization through data insights
• Experience with SQL, Python, or automation tools is an advantage

Preferred Qualifications

• Experience in finance, trading platforms, internet, or SaaS industries
• Experience supporting multilingual customer service operations
• Experience with AI Agent, RAG (Retrieval-Augmented Generation), or Knowledge Base development
• Customer service team management experience is a plus

What we can offer you:

• Life Insurances
• Team Building