ZOOM: chatbot specialistKMC Solutions, Inc.

Functional overview
Zoom is an award-winning workplace. We have been recognized by Comparably as having the #1 CEO, Best Company for Diversity, Best Company for Women, Best Company Culture, Best Company Perks & Benefits, Best Company Work-Life Balance, and more! Not to mention we've been awarded by Glassdoor as the 2nd Best US workplace & Best Large Company US CEO in Wealthfront and Business Insider. Our culture focuses on delivering happiness, our commitment to transparency, and the tangible benefits we provide our employees and most importantly: our happy Zoom customers.
Are you ready to join Zoom's Global Self-Service team and help design, build, and deliver the best customer web experience in the industry? In this role, you will be responsible for creating a tailored Chatbot and AI solution to assist our customers in real-time. This special someone must have the perspective of the customer top of mind, be creative, and understand the rapidly evolving world of artificial intelligence (AI) and machine learning (ML) tactics. Success is defined as Happy Customers using our Chatbot/AI solution -- designed and managed by you -- daily to solve their most common Zoom product questions.
Duties and responsibilities
Monitor and evaluate the Zoom support Chatbot and AI environment daily
Design and optimize customer engagement experiences leveraging chatbot intents, artificial intelligence tools.
Track chatbot outcomes, analyze search queries, case dispositions, website trends, customer satisfaction responses and provide recommendations
Work cross-organizationally with sales, support, marketing, IT, billing, and retention teams to coordinate a seamless user experience
Create user-centered designs that reduce level of effort for the customer while ensuring broad access to solutions and tools our customers request the most
Map out customer journeys and develop conversational flows that address the quickest path to resolution
Support content management team ensuring a consistent and robust customer-facing knowledge base
Conduct analysis of virtual assistant successes and failures; identify opportunities and prioritize changes to reduce failure rates
Minimum competencies
Fluent in English, multiple languages a plus
Strong written communication skills
Customer-first mentality essential
Ability to quickly adapt to a rapidly changing technology landscape
Organizational and time management skills
Must work well individually and in a team environment
Minimum qualifications
3-5 years of experience working with machine learning environments, artificial intelligence, chatbot, or virtual assistant platforms
Saas, UCaas, or technical industry preferred
Bachelor's degree or equivalent experience
Bossjob

Makati City, Metro Manila
Permanent
Full-time