Continuously monitor and analyze chatbot performance metrics (e.g., resolution rates, response times, customer satisfaction) to ensure efficiency and identify areas for improvement.
Update chatbot responses to reflect new product features and changes, ensuring customers receive accurate and relevant information.
Manage various operational duties to ensure the smooth functioning of the customer service systems.
Monitor systems performance, identify system abnormalities, verify issues reported by team members, and escalate them if necessary.
Develop and document new procedures while collaborating closely with the US and Global Operations teams to keep the Customer Service and Operations teams informed on process and system updates.
Participate in diverse projects and initiatives as required to support the Customer Service team.
requirements-expected :
Very good written and verbal command of English (minimum B2+) with experience working in international teams.
Proven experience in Customer Service and/or data analysis roles.
An interest in new technologies, including AI and bot solutions in customer service, along with a willingness to explore and implement emerging solutions, is a plus.
Strong analytical mindset with the ability to track, interpret, and report on performance data effectively.
Familiarity with Google Workspace (Sheets, Slides, Docs).
Knowledge of Salesforce is advantageous.
offered :
Opportunity to work remotely or in one of our dog-friendly offices (Warsaw, Bielsko-Biała).
Work in a welcoming team which is always ready to help.
Opportunity to develop in an international environment - we have teams in 6 countries, including USA, France and UK!
Benefits: private medical care, multisport card co-financing, PetHelp, insurance plan, free online English classes, a cafeteria platform and much, much more :)
