Chatbot Specialist

Monee; Kuala Lumpur; Sur place; MYR 100 000 - 145 000; Plein temps

Résumé du poste

Monee, a leading digital payments and financial services provider in Southeast Asia, seeks a Chatbot Specialist to design, manage, and improve our chatbot ecosystem. You will craft flows, simplify policies, and ensure interactions are human, empathetic, and on-brand.

You’ll monitor performance, analyze KPIs, apply customer feedback, and partner with Product, Tech, and Data teams to implement enhancements and automation. A strong communicator with data-savvy instincts will thrive in this role.

Qualifications

• Bachelor’s degree in Business, IT, Communications, or related field.
• Experience in chatbot management, digital support, or customer service.
• Understanding of chatbot KPIs and metrics (containment, handover, CSAT, intent accuracy).
• Analytical mindset; comfortable working with data and performance dashboards.
• Strong communication and writing skills, able to make technical or policy-heavy topics simple and empathetic.

Responsabilités

• Design chatbot flows that feel human, empathetic, and on-brand.
• Oversee day-to-day chatbot performance and KPI tracking.
• Identify gaps in intents, routing logic, or flows, and resolve them.
• Coordinate with QA, Ops, Product, Tech, and Data teams for enhancements.
• Support UAT, go-live monitoring, and regulatory alignment with Compliance.

Connaissances

Experience in chatbot management

Understanding of chatbot KPIs

Analytical mindset

Strong communication and writing

Ability to work independently

Fintech experience (bonus)

Formation

Bachelor’s degree in Business, IT, Communications, or related field

Description du poste

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

About the Team

We are seeking a Chatbot Specialist to design, manage, and continuously improve our chatbot ecosystem. This role blends customer experience, operational discipline, and digital innovation. You’ll be the voice behind our chatbot, ensuring every interaction is simple, empathetic, and leaves customers feeling cared for.

Job Description

Customer Experience & Conversation Design

• Craft chatbot flows that feel human, empathetic, and on-brand.
• Simplify complex policies or processes into clear, customer-friendly messages.
• Collect and apply customer feedback to improve tone, accuracy, and usability.

Chatbot Operations & Monitoring

• Oversee day-to-day chatbot performance, tracking KPIs (containment, handover rate, CSAT/DSAT, intent accuracy).
• Identify gaps in intents, routing logic, or flows, and resolve them promptly.
• Support QA and Ops teams by aligning chatbot scripts with escalation and resolution processes.

Analytics & Reporting

• Use data analytics to monitor performance trends, identify root causes, and measure the impact of chatbot improvements.
• Deliver reports and insights to stakeholders, highlighting both customer experience and business outcomes.
• Translate data into actionable recommendations that directly support target achievement.
• Partner with Product, Tech, and Data teams to implement enhancements and automation opportunities.
• Support UAT, regression testing, and go-live monitoring for chatbot updates.
• Liaise with Compliance and Risk teams to ensure chatbot flows adhere to regulatory requirements.
• Benchmark chatbot performance against industry best practices.
• Propose new use cases, integrations, and automation opportunities (e.g., API-driven flows, proactive outreach).
• Stay updated on AI, NLP, and conversational design trends

Requirements

• Bachelor’s degree in Business, IT, Communications, or related field.
• Experience in chatbot management, digital support, or customer service.
• Understanding of chatbot KPIs and metrics (containment, handover, CSAT, intent accuracy).
• Analytical mindset; comfortable working with data and performance dashboards.
• Strong communication and writing skills, able to make technical or policy-heavy topics simple and empathetic.
• Ability to work independently and prioritize tasks to meet deadlines.
• Bonus: Experience in fintech, e-wallet, or regulated industries.