Bybit

1 month ago

Client Service Analyst - (Senior) AI Chatbot

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Own the end-to-end lifecycle of Bybit’s AI chatbot (Bybot) across customer service channels, from planning and training through implementation, integration, monitoring, and continuous improvement. Use performance data (fallback and resolution rates) and user feedback to optimize self-service. Collaborate with Product, Engineering, and CS Ops to align content with user behavior, maintain the knowledge base, and ensure quality via scenario testing and anomaly detection.

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Data Science & Machine Learning

Seniority: Mid level

Key Responsibilities

•Drive end-to-end chatbot management across CS platforms (planning, training, implementation, integration, monitoring, and continuous improvement).
•Analyze fallback rates, resolution rates, and user feedback to improve bot performance and self-service efficiency.
•Collaborate with Product, Engineering, and CS Ops to align chatbot content and decision-making with user behavior.
•Manage and maintain the chatbot knowledge base using CRM data, SOPs, and Help Center content with accurate English and Mandarin.
•Conduct scenario-based testing and refinement to reduce misinformation and irrelevant replies, including anomaly detection and correction.

Pay and Benefits

Perks:Learning Budget

Key Requirements

•Bachelor’s degree in Business, Computer Science, Communications, or a related field, ideally with Data Analytics and Business Intelligence.
•Min 5-7 years of experience in chatbot/AI operations/automation in customer service.
•Solid understanding of CS ticket lifecycle, escalation workflow, and inquiry routing logic.
•Bilingual in Mandarin and English (spoken and written) to work with Mandarin-speaking counterparts on Chinese documentation.
•Familiar with CRM platforms/systems and basic knowledge of NLP/AI tools.

Experience:ChatbotAI automationCustomer service

Education:Bachelor's in Business, Computer Science, Communications, or related field

Skills:AnalyticalProject managementCross-departmental interpersonal

Languages:MandarinEnglish

Tech Stack:BybotLivechatHelp CenterWebformCRMNLPAI model trainingAuto-routingSOPs

Company Brief

Bybit

Website

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Bybit

1 month ago

Client Service Analyst - (Senior) AI Chatbot

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Data Science & Machine Learning

Seniority: Mid level

Key Responsibilities

•Drive end-to-end chatbot management across CS platforms (planning, training, implementation, integration, monitoring, and continuous improvement).
•Analyze fallback rates, resolution rates, and user feedback to improve bot performance and self-service efficiency.
•Collaborate with Product, Engineering, and CS Ops to align chatbot content and decision-making with user behavior.
•Manage and maintain the chatbot knowledge base using CRM data, SOPs, and Help Center content with accurate English and Mandarin.
•Conduct scenario-based testing and refinement to reduce misinformation and irrelevant replies, including anomaly detection and correction.

Pay and Benefits

Perks:Learning Budget

Key Requirements

•Bachelor’s degree in Business, Computer Science, Communications, or a related field, ideally with Data Analytics and Business Intelligence.
•Min 5-7 years of experience in chatbot/AI operations/automation in customer service.
•Solid understanding of CS ticket lifecycle, escalation workflow, and inquiry routing logic.
•Bilingual in Mandarin and English (spoken and written) to work with Mandarin-speaking counterparts on Chinese documentation.
•Familiar with CRM platforms/systems and basic knowledge of NLP/AI tools.

Experience:ChatbotAI automationCustomer service

Education:Bachelor's in Business, Computer Science, Communications, or related field

Skills:AnalyticalProject managementCross-departmental interpersonal

Languages:MandarinEnglish

Tech Stack:BybotLivechatHelp CenterWebformCRMNLPAI model trainingAuto-routingSOPs

Company Brief

Bybit

Website