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Senior Associate, Chatbot Operations & Optimization - SPX Express

spx express
2-4 Years
Vietnam, Ho Chi Minh
  • Posted 2 months ago
  • Be among the first 10 applicants

Job Description

Job Description

  • Monitor chatbot operational performance and ensure stable day-to-day operations.
  • Track and analyze key chatbot metrics, including Automation Rate, Deflection Rate, Failed Intent Rate, CSAT, and Response Quality.
  • Identify trends, gaps, and root causes from chatbot failures, customer feedback, and escalation cases; propose improvement actions.
  • Optimize chatbot conversation flows, intents, and knowledge content to improve customer experience and reduce unnecessary live-agent contacts.
  • Maintain and continuously enhance chatbot FAQs, Knowledge Base, and operational content to ensure accuracy and consistency.
  • Support chatbot configuration, logic setup, testing, validation, and release readiness for new features, processes, and policy updates.
  • Coordinate with Operations, Product, Tech, QA, and Regional teams to investigate issues, drive improvements, and support chatbot enhancements.
  • Conduct UAT, post-release monitoring, and performance reviews to ensure chatbot quality and stability.
  • Prepare regular performance reports, operational insights, and recommendations for stakeholders.
  • Support chatbot governance, documentation, SOP maintenance, and process standardization.
  • Participate in chatbot optimization projects and other initiatives assigned by management.

Requirements

  • Minimum 2–4 years of experience in Customer Service, Operations, Quality Assurance, Process Improvement, System Operations, or related functions.
  • Experience working with chatbot platforms, automation tools, CRM/ticketing systems, or digital customer support channels is preferred.
  • Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
  • Good understanding of operational processes, customer journeys, and service performance metrics.
  • Proficient in Google Sheets/Excel; experience with reporting and dashboard tools is an advantage.
  • Basic understanding of chatbot workflows, automation logic, APIs, and system integrations is preferred.
  • Strong stakeholder management and cross-functional collaboration skills.
  • Self-driven, detail-oriented, and able to work independently in a fast-paced environment.
  • Strong written and verbal English communication skills are required due to frequent collaboration with Regional teams.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Customer Service Operations
Employment Type:
Full time

About Company

Job ID: 148951167

Last Updated: 28-07-2026 04:36:04 AM
Homejobs in VietnamSenior Associate, Chatbot Operations & Optimization - SPX Express

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