Indirect Operations Specialist supporting self - employed Sales Consultants in the fintech sector. Focusing on customer onboarding and sales process improvements to enhance team efficiency.
AA
Hybrid AI Chatbot Operations Manager
Posted 2 hours ago
About the role
- Responsible for managing operational aspects of a chatbot AI at Once For All, enhancing customer interactions in the construction industry. This role focuses on prompt design, content management, and performance metrics.
Responsibilities
- Design and improve chatbot prompts in French and English: write, test, measure impact, and iterate.
- Formalize a continuous improvement cycle and document conversational design principles.
- Audit and restructure the knowledge base (Intercom Articles) for the France and UK markets.
- Keep content up to date in collaboration with product and business teams (contracts, products, processes).
- Build monitoring dashboards: resolution rate, CSAT, escalations, cost per resolution, abandonment.
- Produce regular reports for the Head of Operational AI and group operations. Detect anomalies in Intercom.
- Support the chatbot’s expansion to new products, question categories, and markets. Define prompt and content needs for each new scope.
Requirements
- 4 to 5 years of operational experience on a chatbot platform.
- Intercom preferred; Zendesk AI, Ada, LivePerson, or Drift accepted.
- Experience designing and optimizing prompts with measurable results (resolution rate, CSAT).
- Understanding of LLM-based chatbot mechanisms: grounding, retrieval, hallucination—enough to diagnose and fix issues.
- Excel or Google Sheets: ability to build reports independently from platform data.
- Experience managing structured knowledge bases (Intercom Articles, Zendesk Guide, Notion, Confluence, or equivalent).
- Native French, professional English (C1/C2). Able to switch between the two languages without friction.
- Proven autonomy: comfortable working remotely with a manager based abroad and coordinating multiple local teams.
- Curiosity about applied AI. Interested in what comes next, not just maintenance.
Benefits
- Meal vouchers (€9.50)
- Small, close-knit company environment, present in 5 countries.
- Commitment to diversity and inclusion.
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