Knowledgebase and Bot Manager

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.