Client Service Analyst - (Senior) AI Chatbot

<div class="content-intro"><p><strong>About Us</strong></p> <div data-page-id="HladdPLXIoNz4nxkqkCuk4rAs8v" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-XCikdRR2xoZIjdxtCKcuOflrs8d">Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance.</div> <div class="ace-line ace-line old-record-id-IF06dI0MPoBwYfxbZ4zui13HsoC">&nbsp;</div> <div class="ace-line ace-line old-record-id-X5EbdOwvMoYuOmxQBbuueUEDsDd">Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution.</div> <div class="ace-line ace-line old-record-id-LtVud2dO7oglqJxxZoOucqjJsPc">&nbsp;</div> <div class="ace-line ace-line old-record-id-RMHkdm4bPo66l3xMVO8ui1o8sle">Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services.</div> </div></div><p data-start="55" data-end="177">、</p> <div data-zone-id="0" data-line-index="0" data-line="true">Role Summary:</div> <div data-zone-id="0" data-line-index="1" data-line="true">We are looking for a Bybot CS Leader to not only develop strategies in driving the enhancement of our chatbot (Bybot) but also being hands-on in implementing/executing the results within the global customer service ecosystem.</div> <div data-zone-id="0" data-line-index="2" data-line="true">&nbsp;</div> <div data-zone-id="0" data-line-index="3" data-line="true">This role is critical in driving automation, improving resolution quality, and ensuring seamless integration between AI support and human assistance.</div> <div data-zone-id="0" data-line-index="4" data-line="true">&nbsp;</div> <div data-zone-id="0" data-line-index="5" data-line="true">Key Responsibilities:</div> <div data-zone-id="0" data-line-index="6" data-line="true">End-to-End Bot Management: Drive the entire life cycle from planning, training, implementation, system/app integration, performance monitoring, and continuous improvement of Bybot across CS platforms (Livechat, Help Center, Webform).</div> <div data-zone-id="0" data-line-index="7" data-line="true">Data-Driven Optimization: Analyze fallback rates, resolution rates, and user feedback to improve bot performance and enhance self-service efficiency.</div> <div data-zone-id="0" data-line-index="8" data-line="true">Cross-Functional Collaboration: Work with Product, Engineering, and CS Ops to align chatbot content and decision making with actual user behavior.</div> <div data-zone-id="0" data-line-index="9" data-line="true">Knowledge Integration: Manage and maintain chatbot knowledge base using CRM data, SOPs, and Help Center content. Ensure accuracy and clarity in both English and Mandarin content.</div> <div data-zone-id="0" data-line-index="10" data-line="true">Quality Control: Conduct scenario-based testing and refinement to reduce misinformation or irrelevant bot replies including anomalies detection and correction.</div> <div data-zone-id="0" data-line-index="11" data-line="true">Internal Enablement: Provide training and documentation for internal teams to understand and maximize the benefits of Bybot.</div> <div data-zone-id="0" data-line-index="12" data-line="true">Innovation Ownership: Initiate and lead projects related to NLP optimization, AI model training, auto-routing improvements, and language-specific flows.</div> <div data-zone-id="0" data-line-index="13" data-line="true">&nbsp;</div> <div data-zone-id="0" data-line-index="14" data-line="true">Requirements:</div> <div data-zone-id="0" data-line-index="15" data-line="true">Bachelor’s degree in Business, Computer Science, Communications, or related field, ideally with Data Analytics and Business Intelligence</div> <div data-zone-id="0" data-line-index="16" data-line="true">Min 5-7 years of experience in chatbot/AI operations/automation in customer service</div> <div data-zone-id="0" data-line-index="17" data-line="true">Solid understanding of CS ticket lifecycle, escalation workflow, and inquiry routing logic</div> <div data-zone-id="0" data-line-index="18" data-line="true">Mandatory to be Bilingual in Mandarin and English (spoken and written) to liaise closely with mandarin-speaking counterparts from product and tech teams on reviewing chinese documentation.</div> <div data-zone-id="0" data-line-index="19" data-line="true">Familiar with CRM platforms/systems e.g , and basic knowledge of NLP/AI tools.</div> <div data-zone-id="0" data-line-index="20" data-line="true">Strong analytical, project management, and cross-departmental interpersonal and skills.</div> <div data-zone-id="0" data-line-index="21" data-line="true">Ability to thrive in a fast-paced high workload volume environment (fintech industry) and adapt to evolving user needs.</div><div class="content-conclusion"><p><strong>Why Join Us</strong><br>At Bybit, we are committed to fostering a supportive and enriching work environment.&nbsp;<br>Our benefits include:<br>- Study Growth Fund: We support your professional development and continuous learning.<br>- Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.<br>- Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.<br>- Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.<br>- Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.</p></div>