AI-Powered CX Experience Lead

Zeal Group; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Zeal Group is seeking an AI Client Experience Manager in Kuala Lumpur to lead the design and enhancement of AI-driven customer service solutions. You will blend customer operations know-how with technical insight to improve chatbot performance, knowledge bases, and service efficiency.

The role reports to the Head of Client Experience and works with Product and Engineering teams on integrations and platform enhancements.

Qualifications

• 4+ years of experience in customer experience, service operations, conversational AI, chatbot management, CX technology, or related roles.

Responsibilities

• Own the AI and automation roadmap for the Client Experience function.
• Improve the current chatbot and related AI tools focusing on response quality and escalation logic.
• Identify and implement AI solutions and automation opportunities across customer support operations.
• Collaborate with Product, Engineering, and stakeholders on integrations and platform enhancements.
• Improve knowledge base structure and automation logic across service platforms.
• Use data, chatbot analytics, and feedback to measure performance and drive improvements.

Skills

Conversational AI

CX technology

Stakeholder management

Data-driven improvement

Project planning

Education

Degree in Data Science/AI or related

Tools

Zendesk

Intercom

Freshdesk

Salesforce Service Cloud

Job description

Zeal Group is seeking an AI Client Experience Manager in Kuala Lumpur to lead the design and enhancement of AI-driven customer service solutions. You will blend customer operations know-how with technical insight to improve chatbot performance, knowledge bases, and service efficiency.

The role reports to the Head of Client Experience and works with Product and Engineering teams on integrations and platform enhancements.