Chatbot Operations & Analytics Specialist

Coastal Credit Union; Raleigh (NC); Hybrid; USD 60,000 - 95,000; Full time

Job summary

Coastal Federal Credit Union in Raleigh, NC seeks a Chatbot Specialist to own end-to-end chatbot operations, optimising content, workflows and member journeys across chat channels. You will partner with internal teams and a vendor to ensure smooth releases, issue resolution and knowledge management, while supporting training and onboarding for the Member Experience group.

This hybrid role requires 2+ years in high-volume customer service or digital service ops, with experience in chatbot/content

Qualifications

• Two years of experience in high-volume customer service or digital service operations.
• Experience managing or supporting chatbot operations, including content/workflow updates and release testing.
• Ability to analyze chat data and recommend improvements.
• Experience partnering with external vendors and coordinating deliverables.
• Ability to collaborate across departments on enterprise projects.

Responsibilities

• End-to-end chatbot operations management and knowledge base maintenance.
• Lead semi-annual chat intent reviews and updates.
• Collaborate with departments to align content and workflows.
• Partner with chatbot vendor on releases and performance.
• Support training and onboarding for the team.

Skills

Chatbot operations

Intent design/review

Content management

Vendor coordination

Cross-functional collaboration

Education

Bachelor's degree or equivalent experience

Job description

Coastal Federal Credit Union in Raleigh, NC seeks a Chatbot Specialist to own end-to-end chatbot operations, optimising content, workflows and member journeys across chat channels. You will partner with internal teams and a vendor to ensure smooth releases, issue resolution and knowledge management, while supporting training and onboarding for the Member Experience group.

This hybrid role requires 2+ years in high-volume customer service or digital service ops, with experience in chatbot/content