Chatbot Lead: CX Automation & AI Performance Architect

Monee; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading technology company is seeking a hands-on Chatbot Lead to develop and scale its chatbot operations. The role focuses on performance management, optimizing chatbot accuracy, and defining the roadmap for the chatbot on ShopeePay. Candidates should have a bachelor's degree in a relevant field and 4–7 years of experience in chatbot management or CX automation, alongside strong collaboration and analytical skills. This position will play a critical role in transitioning chatbot operations into the customer experience function.

Qualifications

• 4–7 years’ experience in chatbot management, conversational AI, or CX automation.
• Strong hands-on skills in chatbot optimization including intent design and escalation flows.
• Data-driven mindset with ability to improve automation outcomes.

Responsibilities

• Establish chatbot performance framework including KPIs and reporting.
• Monitor and improve intent accuracy and customer handoff rates.
• Define roadmap for Monee’s own chatbot including API integration.

Skills

Chatbot optimization

Analytical skills

Cross-functional collaboration

Understanding of NLP/NLU frameworks

Education

Bachelor’s degree in Technology, Data Science, Business

Job description

A leading technology company is seeking a hands-on Chatbot Lead to develop and scale its chatbot operations. The role focuses on performance management, optimizing chatbot accuracy, and defining the roadmap for the chatbot on ShopeePay. Candidates should have a bachelor's degree in a relevant field and 4–7 years of experience in chatbot management or CX automation, alongside strong collaboration and analytical skills. This position will play a critical role in transitioning chatbot operations into the customer experience function.