AI Support Ops & Knowledge Base Architect

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

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.