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The international company developing multiple fintech products is looking for an ambitious Knowledgebase and Bot Manager.
Requirements:
- Higher education (preferably technical)
- Experience with analytical systems (BI, CRM)
- Working experience in customer support more than 2 years
- Expert Knowledge of Intercom and analytics
- Expert knowledge of Excel tools (charts, pivot tables, macros)
- Systematization and decomposition skills
- Skills in complex problem solving, judgment, critical thinking and decision making
- Ability to be highly organized with an emphasis on accuracy and timeliness
- Ability to organize information and have attention to detail and accurately follow procedures
- Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
- Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, including being sensitive to professional ethics.
Responsibilities:
- Data analysis, identification of trends and patterns for the purpose of KPIs' management
- Development, updating and monitoring reporting tools against efficiency indicators
- Participation in implementation and changing processes in order to improve the quantitative traits of customer service as well as for efficient use of department resources
- Preparation of monthly working schedule, JIRA's and accounts for newcomers
- Providing analytical support for special projects related to Customer Support Department
- Cooperation with marketing and support devisions in order to keep Intercom bot up to date
- Analyzing bot productivity and seeking ways on how to improve results and overall customer experience within communication with bot
- Performs any other related duties as required or assigned
In return we offer:
- Challenge to search, attract and build relationships with candidates in global market;
- Good opportunities for professional growth (personal development plans, regular feedback on results, external professional courses);
- Inspiring atmosphere (dynamic product company, ability to see tangible results of your efforts on a weekly basis);
- Process ownership you are responsible for;
- Competitive remuneration and transparent bonus system;
- Opportunity to work remotely;
- 100% Health Insurance coverage after successful trial period;
- Annual vacation: 18 working days.