AI Customer Service Operations Specialist

Webot; Singapore; On-site; SGD 52,000 - 76,000; Full time

Job summary

Webot seeks an AI Knowledge Base Specialist to monitor and optimize our in-house AI customer service agent. You will maintain the Knowledge Base, adjust AI skill configurations, and collaborate with Product, Operations, and Compliance to ensure accurate, timely responses, delivering improved CSAT.

You will review difficult AI cases, update content and rules, and follow up until issues are resolved, ensuring a seamless support experience for users in fintech contexts.

Qualifications

• Industry Knowledge: Interest in the Fintech industry with personal trading experience.
• Relevant Experience: Experience in customer service operations or knowledge base management.
• Logic & Communication: Clear thinking and expression, with root-cause analysis.
• Work Attitude: Detail-oriented, responsible, eager to learn and adaptable to rapid rule updates.

Responsibilities

• Monitor daily AI customer service metrics (accuracy, CSAT).
• Review unresolved AI cases to identify KB or skill issues.
• Maintain and update Knowledge Base with product releases and rule changes.
• Adjust AI skill configurations to improve response quality.
• Coordinate with Product, Operations, and Compliance as needed.

Skills

Fintech knowledge

KB management

AI skill config

Root-cause analysis

Job description

This role is responsible for monitoring and optimizing the daily performance of our in-house AI Customer Service Agent. You will maintain and update the Knowledge Base (KB) and adjust AI skill configurations to improve reply accuracy, content timeliness, and customer satisfaction. Additionally, you will handle user issues that the AI cannot resolve to ensure a seamless service experience.

Key Responsibilities

• Monitor daily AI customer service metrics, including accuracy rate, response quality, and Customer Satisfaction (CSAT).
• Review incorrect or unresolvable AI cases to identify whether issues stem from missing/outdated knowledge base content or required skill configuration adjustments.
• Knowledge Base Maintenance & Skill Configuration
• Update and supplement the Knowledge Base based on product releases, operational rule changes, and user feedback to ensure content accuracy and timeliness.
• Adjust AI skill configurations as needed to improve response quality. Communicate and coordinate with Product, Operations, and Compliance teams when cross-departmental information verification is required.
• Follow up on user issues that the AI customer service cannot resolve until fully settled, preventing customer issues from being left unresolved.
• Collect and organize common difficult issues encountered during manual handling, and update them into the Knowledge Base or AI rules.

Requirements

• Industry Knowledge: Interest in the Fintech industry with personal trading experience, understanding basic trading processes.
• Relevant Experience: Experience in customer service operations or knowledge base management is preferred. Familiarity with daily AI tools and experience in AI skill configuration/writing is a plus.
• Logic & Communication: Clear thinking and expression, with the ability to identify root causes based on specific cases.
• Work Attitude: Detail-oriented, responsible, willing to learn, and able to keep up with updates in product and operational rules.