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Digital Customer Self-Service Manager

Posted 6 days agoViewed

View full description

💸 Salary: 40000.0 - 45000.0 GBP per year

🔍 Industry: Education

🏢 Company: Arbor Education👥 101-250💰 Private about 4 years agoEducationBig DataSaaS

🗣️ Languages: English

Requirements:
  • Strong understanding of AI, machine learning, and natural language processing concepts
  • Experience with chatbot platforms, particularly Ultimate AI
  • Proficiency in data analysis tools (e.g. Google Analytics, Zendesk Explore and/or Gainsight)
  • A keen eye for detail
  • Ability to proactively identify potential issues and act on them
  • Excellent written and verbal communication skills
  • Ability to quickly adapt to evolving technologies and customer needs
Responsibilities:
  • Own the customer self-service journey for the Customer Team
  • Continuously analyse Help Centre and bot performance metrics to identify areas for improvement.
  • Refine help centre articles, bot responses, intent recognition, and natural language processing capabilities to ensure accurate and helpful interactions.
  • Design and implement custom workflows to automate routine tasks.
  • Work closely with our internal teams including Support, Marketing and our Community Manager, ensuring consistency and clarity in customer information.
  • Leverage data analytics tools to gain insights into customer behaviour, pain points, and emerging trends.
  • Stay up-to-date with the latest AI and chatbot technology advancements. Train team members on bot usage, troubleshooting, and best practices.
  • Collaborate with cross-functional teams to ensure seamless integration of the bot and Help Centre into our overall support strategy.
  • Explore new ideas and finding innovative solutions to customer challenges.
Apply

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