Chatbot Automation Specialist

Bybit is looking for a Senior Chatbot Specialist to develop strategies for enhancing their chatbot (Bybot) and be hands-on in implementing results within the global customer service ecosystem. This role is critical in driving automation, improving resolution quality, and ensuring seamless integration between AI support and human assistance.

Key Responsibilities

• Drive the entire bot lifecycle: planning, training, implementation, integration, monitoring, and improvement across Livechat, Help Center, and Webform

• Analyze fallback rates, resolution rates, and user feedback to improve bot performance

• Collaborate with Product, Engineering, and CS Ops to align chatbot content with user behavior

• Manage and maintain the chatbot knowledge base using CRM data, SOPs, and Help Center content

• Conduct scenario-based testing and lead NLP optimization and AI model training projects

Requirements

• Bachelor's degree in Business, Computer Science, Communications, or related field

• More than 1 year experience in chatbot/AI operations/automation in customer service

• Solid understanding of CS ticket lifecycle, escalation workflow, and inquiry routing logic

• Bilingual in Mandarin and English (spoken and written)

• Familiar with CRM platforms and basic knowledge of NLP/AI tools