OKX is a world-leading digital asset exchange, providing advanced financial services to traders worldwide leveraging blockchain technology. Our platform offers spot & derivatives trading, helping traders optimize their strategy. It provides a safe, reliable, and stable environment for digital assets trading via web interface and mobile app by adopting GSLB, and distributed server clusters. We believe blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to achieve something that changes the world and never stop innovating and improving our customer experience.
About the Team:
This team is part of the Global Operations (G-Ops) Centre, home to specialized teams of operations experts, many with years of first-hand experience across a wide range of industries and sectors. This team supports customers globally through different channels such as live chat, emails, tickets, social media, and many more. We work closely with all our key stakeholders, such as Marketing, Finance, and Payment Operations, to successfully launch various global products while understanding the associated risks and management strategies for business growth.
About the Opportunity:
The successful candidate will think big about the future of FinTech (Crypto, Blockchain, etc.) and how you can bring more remarkable customer experience through the system & applications used by ensuring systems & tools used are operating at optimum level. You’ll continuously lookout for any other areas for improvement and engagement with stakeholders. You will possess the ability and willingness to balance the business requests and priorities while being able to articulate the rationale behind decisions. At your core, you’ll thrive in a fast-paced, collaborative, process-driven environment and be able to adapt and adjust plans on the fly. You must also have strong prioritization skills and a willingness to roll up one's sleeves to get the job done. As a Chatbot Specialist, you will own the chatbot strategy and have the opportunity to showcase the power of chatbot technology for all of our amazing partners, prospects and customers to see! By increasing chatter volume and conversion rates across every step of the marketing and sales funnel, you will play a crucial role in achieving our MQL, pipeline and ARR goal.
What We Look For In You
You have experience creating workflows and personalized experiences with conversion in mind
You have implemented and managed a chatbot solution in the past
You are comfortable with building and customizing conversational experiences
You have been held accountable to measurable stretch targets
You are a self-starter who can take action with minimal supervision and consistently deliver against deadlines and goals
You are comfortable with a metrics orientation, and can analyse reports and identify actionable insights to drive new opportunities
You love to experiment and think outside of the box
You are excited to make an immediate impact, and hitting team goals
You thrive in fast paced environments and look to always improve performance
What You’ll Be Doing
Serve as automation expert for AI Chatbot and other automations in the tools and technology used by the function teams.
Design user-centric conversational experiences and user journeys to enhance digital retail customer experience
Enable and maintain multilanguage chatbot flows by structuring content blocks and use bot performance metrics to drive continuous improvement on the bot contents.
Responsible for documentation of standards, frameworks, processes, and methodology and educate the importance, benefits, and values of a conversation design-led channels strategy
Identify trends and patterns in customer interaction and conversation data that present opportunities to improve operating efficiencies, customer experience, and process improvement through automation
Identify areas of improvement and innovation by data analytics techniques to analyze conversation data and voice of customers.
Manage the process of testing, implementing and maintaining the chatbot features including API and software integrations
Assists bot manager in additional projects with analysis and execution for process/tools improvements, optimization, development, and/or maintenance efforts for automation for the global operations team.
Nice to Haves
Experience working with teams across global offices and time zones
Experience working with CX Saas products
Conceptualising and developing solutions to ensure chatbot works seamlessly across all internal systems and external-facing touchpoints.
OKX is committed to equal employment opportunities. Our diversity initiatives and strategies are designed to attract, develop, and advance the most talented individuals regardless of their race, sexual orientation, religion, age, gender, disability status, or any other dimension of diversity. Our distinctive approach to diversity is based on a belief that we each have a personal accountability for success in this area. We believe that our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be elevated and intentionally integrated into our work. We embrace difference and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company and our work. By promoting these values, we aim to create a positive work experience that encourages a sense of belonging.
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