About the Team

Proto's Team is extremely global with 80% Bipoc (Black, Indigenous, and Persons of Color) and 50% Female Members Working Across 15+ Countries. We're A Remot E team of self-starting and entrepreneurial missing engineers, Saas Sales Professionals, , Saas Sales Professionals, and digital nomads.

Our management operates established processes for cross-cultural and timezone collaboration while limiting zoom calls to an hour a day as much as possible.

Job Summary

As a CX Specialist, you will:

• Translate business requirements into chatbots' dialogues. You excel at crafting professional, compelling, highly engaging, concise, and clearly written content.
• Support clients in solving their customer experience pain points through automation.
• Use our Proto AICX platform to create engaging multilingual conversations using bot messages, quick replies, case creation, and JSON API blocks, etc.
• Integrate chatbots into CRMs, payment processors, etc.
• Maintain & enhance chatbot platform to meet changing needs (troubleshoot, debug & deploy chatbots).
• Monitor performance, design/implement processes & strategies to enhance the end-user experience.
• Conduct testing to ensure bot flows are optimized and messaging is free of any spelling or grammatical error
• Manage data coming from chatbot conversations. Analyze it to Identify & interpret patterns, trends, conversational flow & make recommendations to optimize bot flows and improve performance.
• Collaborate with team members to improve overall bot development, document best practices, research, test, and implement new strategies.
• Offer implementation improvements suggestions.
• Configure bot flow designs and settings.
• Conduct Chabot demo/training.

Requirements

• Conversation design experience
• Basic understanding of how APIs work to support clients integrating their platforms with the chatbot
• Able to speak and write proficiently/natively in English and Chinese
• Experience writing engaging & creative chatbot dialogues
• Superior communication skills with experience writing in digital channels
• Sound understanding of chatbot architecture, conversational designs, flow, and automated speech recognition
• Identify, analyze, and interpret trends, patterns, and correlations in complex datasets
• Experience in client-facing roles is an asset
• Additional Requirements
• Proactive team player, self-starter, and multitasker
• Customer-first mindset
• Ability to thrive in fast-paced environment
• Comfortable adjusting priorities in a deadline-driven environment
• Keen interest in learning new technologies and exploring new trends
• Meticulous and possess enormous attention to detail
• High-speed internet connection
• Video call capability with a high-quality microphone

Nice-to-Haves

• Background in natural language processing and/or computational linguistics
• Previous experience in SaaS or AI companies

• Initial interview with HR
• Final interview with Hiring Manager
• Evaluation