Chatbot Customer Success Specialist

Chatbot Customer Success Specialist (Homebased)

About Us (Outsourced)
Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals About the client
We are an innovative early stage USA based Insurtech that is the first company in the USA (and probably the world!), to sell insurance via natural language GPT based experiences. We launched on the GPT-3 based API back in 2021 and sold our first policies before chatGPT launched in 2022. We are a VC backed small and dedicated team building a unique software platform in Insurance. Our two products include a GPT powered Insurance “point of sale” and our SaaS based AI Insurance “copilot”. We are looking for team members to join us as we ramp up our Copilot SaaS traction with early insurance companies looking to transform their sales and customer experience with AI based natural language experiences.

 
Our global team is fully remote and has been working together and delivering innovative software experiences for 3 years. Role Description:
The Chatbot Customer Success Specialist is a pivotal role in supporting the efficient and effective use of language model chatbots within our client organizations. This role involves:

• Onboarding customers to the Indemn platform post sales
• Prompt management: Acquire and apply skills in the use of LLM (Large Language Models) with a focus on vector-based knowledge management.
• Interpreting errors by type, including vector store errors, semantic function issues, and development-related errors.
• Direct customer communication to understand and address specific needs or issues.
• Creating detailed issue documentation to aid in resolution and future training.
• Internal escalation of complex issues, particularly those relating to semantic functions or requiring development intervention.
• Comprehensive issue management from initial identification to final resolution.
• Ensuring the successful resolution of issues and maintaining high client satisfaction through effective communication.

Who You Work With:

• Customer Support Team
• Product Development Team
• Quality Assurance Specialists
• Technical Account Managers

Who You Report To:

• Cofounder & CEO

Skills & Experience You Need to Succeed in the Role:

• Ideally, candidates will have several years of previous B2B SaaS customer support experience.
• A strong comfort level and familiarity with digital applications, including CRM tools, helpdesk software, and office suites.
• Excellent communication skills, both written and verbal, to effectively interact with clients and team members.
• A problem-solving mindset with an ability to manage complex issues involving multiple stakeholders.
• Knowledge of or experience with AI, machine learning, or language models is a strong plus but not required.
• Ideally some experience with one of the following: previous generations of chatbots, chat based software, IVR systems, LLMs or similar AI-driven applications. Please apply if you fit the other criteria and consider this point a “nice to have”.

Additional Qualifications:

• Ability to work in a fast-paced, dynamic environment.
• Strong organizational skills and attention to detail.
• Proactive attitude towards improving customer experience.
• Ability to learn quickly and adapt to new technologies or changes in the industry.

Work Schedule (Night shift)

• Monday to Friday 11PM-7AM (Manila Time)

Work Setup (WFH)

• Permanent Homebased
• Equipment will be provided by the company
• Candidates are required to have a stable/reliable internet connection with at least 20MBPS (both download and upload speed)

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

Your application will include the following questions:

What's your expected monthly basic salary?

Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals

MISSION STATEMENT

Outsourced Quality Assured Services Inc.'s mission is to help our clients build successful and profitable businesses. Our team is driven by a passion for being exceptional and providing an uncompromising commitment to quality.

VISION STATEMENT

Our aim is to be internationally acknowledged for delivering the highest quality offshore staffing services. We aim to be the benchmark.

CULTURE

We hire smart and determined professionals, and we favor ability over experience. We maintain an open culture where everyone is a hands-on contributor and feels comfortable sharing ideas and opinions. We are polite and respectful, we give back to the community, and we enjoy what we do.

VALUES

To be exceptionalTo deliver the highest qualityTo be polite and respectfulTo be the benchmarkTo enjoy what we do

COMPANY DESCRIPTION

Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals

MISSION STATEMENT

Outsourced Quality Assured Services Inc.'s mission is to help our clients build successful and profitable businesses. Our team is driven by a passion for being exceptional and providing an uncompromising commitment to quality.

VISION STATEMENT

Our aim is to be internationally acknowledged for delivering the highest quality offshore staffing services. We aim to be the benchmark.

CULTURE

We hire smart and determined professionals, and we favor ability over experience. We maintain an open culture where everyone is a hands-on contributor and feels comfortable sharing ideas and opinions. We are polite and respectful, we give back to the community, and we enjoy what we do.

VALUES

To be exceptionalTo deliver the highest qualityTo be polite and respectfulTo be the benchmarkTo enjoy what we do

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