Client Service Analyst (Senior) AI Chatbot

Responsibilities

• Drive the end-to-end lifecycle of the Bybot AI chatbot, including planning, training, implementation, and continuous performance monitoring.
• Optimize bot performance by analyzing fallback rates, resolution rates, and user feedback to enhance self-service efficiency.
• Collaborate cross-functionally with Product, Engineering, and CS Ops teams to align chatbot logic with user behavior.
• Manage and maintain the chatbot knowledge base using CRM data, SOPs, and Help Center content in both English and Mandarin.
• Conduct scenario-based testing and quality control to detect anomalies and reduce misinformation.
• Lead innovation projects related to NLP optimization, AI model training, and auto-routing improvements.

Requirements

• Bachelor's degree in Business, Computer Science, Communications, or a related field (Data Analytics or Business Intelligence background preferred).
• 5-7 years of experience in chatbot/AI operations or automation within a customer service environment.
• Mandatory bilingual proficiency in Mandarin and English (written and spoken) to review technical documentation and liaise with global teams.
• Solid understanding of customer service ticket lifecycles, escalation workflows, and inquiry routing logic.
• Familiarity with CRM platforms and basic knowledge of NLP/AI tools.
• Strong analytical, project management, and interpersonal skills.
• Ability to thrive in a fast-paced, high-volume fintech environment.

Benefits

• Study Growth Fund to support your professional development and continuous learning.
• Regular internal events, team-building activities, and workshops.
• Opportunity to work within a diverse, international team.
• Clear paths for career advancement and internal mobility within a rapidly expanding global company.

About the Company

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. We deliver a seamless ecosystem across trading, payments, wealth management, and Web3, connecting users to the future of digital finance through world-class technology and a user-first mindset.