Description

We are looking for a strategic and execution-oriented Customer Service Solution Senior Analyst to lead the evolution of our AI-powered customer support chatbot. You will be responsible for the entire lifecycle of chatbot enhancements—from identifying opportunities and building scalable QA systems to leading cross-functional teams through design, development, deployment, and optimization. At iVisa, we are passionate about the customer experience and are seeking the best talent to own the customer's journey until they are happy.

What You'll Do

• Own the roadmap and continuous evolution of our customer support chatbot, ensuring alignment with business goals and customer needs.
• Manage and maintain a robust Quality Assurance (QA) system for the chatbot experience.
• Define, track, and analyze key performance indicators (KPIs) to identify high-impact improvement opportunities.
• Create detailed functional specs for new features, including conversation flows, wireframes, flowcharts, evaluation criteria, and UX/UI outlines.
• Collaborate closely with AI, Product, and Engineering teams to ensure timely and accurate feature implementation.
• Conduct performance monitoring and post-launch evaluations to assess impact and ROI.
• Champion the voice of the customer to ensure exceptional experiences are designed and delivered.
• Drive cross-functional initiatives involving CX, Ops, AI, and Product stakeholders.

What We're Looking For

• Passion for Technology: A genuine passion for technology, automation, AI, and innovation. You should be an early adopter who stays up-to-date with AI trends and brings fresh ideas.
• 3+ Years of Experience: At least 3 years of experience in Customer Experience, with a minimum of 1 year in project management, preferably in a fast-paced, tech-driven environment.
• Strategic & Analytical Mindset: The ability to connect KPIs to execution and customer outcomes, with strong logical, analytical, and problem-solving skills.
• Outstanding Collaboration: The ability to influence and drive alignment across departments.
• Deep CX Understanding: A deep understanding of what distinguishes a mediocre from an exceptional customer experience.
• Education: A Bachelor’s degree in Business, Engineering, Product Design, or a related field.
• High Proficiency in English: Both written and verbal.
• Autonomy: A proven ability to manage complex projects, timelines, and stakeholder expectations.
• Adaptability: Comfort working in a dynamic, high-growth, and frequently changing environment.
• Motivation: A desire to build from scratch and establish foundational systems and processes for the future of AI support.

Nice to Have

• Experience managing projects for AI-based customer service solutions.

Skills and competencies show up in different forms and can be based on different experiences, so we strongly encourage you to apply even if you don't have all the requirements listed above.