Responsibilities:

- Utilize data-driven approach to analyze logs and user feedback to improve the coverage, resolution rate and customer satisfaction

- Become an expert and drive leadership and execution in processes, initiatives, and functionality as related to Customer Care platform including artificial intelligence products

- Work extensively with cross-functional stakeholders (Customer Experience, R&D, particularly algorithms engineers and product managers) to identify and implement optimal solutions in the areas identified fitting customer needs

- Construct and maintain knowledge base which align to local market needs/ customization

- Conduct user testing and support rollout for new features in local context

- Instruct AI model through annotation and prompt engineering

- Proposing and tracking key indicators and evaluation metrics of Customer Care and AI products

- Connecting technology, products, operations and other teams to drive for business changes

Requirements/Qualifications(must have):

- Fluent in English written and verbal communications skills is a must

- Business level in Mandarin written and verbal communication skills is a plus

- Strong empathy and focus on people, customer experience and satisfaction

- Strong analytical skills to analyze significant amounts of data with a high level of accuracy and always maintaining attention to detail

- Proficient in Excel

- Demonstrated ability to implement process and identify continuous improvement opportunities

- Ability to work in a fast-paced environment where priorities change often

- Experience with Data Analytics tools and Statistics (Python, SQL, Power BI) is a plus

- Understanding on current NLP/NLU/Large Language Model trend is a plus

- Bachelor’s degree with 3-5 years experience

- Prior experience in the contact center or ecommerce industry is a plus

- Prior experience in machine learning, AI, pattern recognition, data mining, and statistics is a plus

- Strong interest and belief in AI technology