Chatbot Experience Lead (Hybrid Raleigh)

Coastal Federal Credit Union; Raleigh (NC); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Coastal Federal Credit Union in Raleigh, NC, is seeking a Chatbot Specialist to own the chatbot operations, knowledge base, and interdepartmental collaboration. You will drive end-to-end lifecycle, handle content updates, testing, releases, and liaison with vendors and contact centers to ensure accurate member experiences.

You'll lead semi-annual intent reviews, analyze chat data, and implement improvements across channels.

Qualifications

• Two years of experience in high-volume customer service, digital service support, QA, contact center or related financial services operations.
• Experience with chatbot or conversational AI operations, including intent design or review, content and workflow updates, and release or testing coordination.
• Reviewing chat interactions, chatbot content, knowledge articles, digital member journeys or member-facing service workflows to identify friction points and improvement opportunities.
• Partnering with external vendors to manage service delivery, resolve issues and keep operational processes running efficiently.
• Collaborating across departments and supporting enterprise projects or cross-functional initiatives.

Responsibilities

• End-to-end chatbot operations management from configuration to maintenance, ensuring reliability and efficiency.
• Own chatbot knowledge base content and updates.
• Establish procedures and escalation paths for smooth handoffs to live chat and contact centers.
• Lead semi-annual chat intent reviews and implement updates based on member needs.
• Collaborate with internal departments to align chatbot responses with products, policies and procedures.

Skills

Chatbot operations

Content maintenance

Cross-department collaboration

Vendor coordination

Training

Education

Bachelor's degree

Experience in lieu of degree

Job description

Coastal Federal Credit Union in Raleigh, NC, is seeking a Chatbot Specialist to own the chatbot operations, knowledge base, and interdepartmental collaboration. You will drive end-to-end lifecycle, handle content updates, testing, releases, and liaison with vendors and contact centers to ensure accurate member experiences.

You'll lead semi-annual intent reviews, analyze chat data, and implement improvements across channels.