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CX Specialist (AI & Systems)
Full-time
About This Role
This role centers on building the CRM system & customer service platform that serves as the backbone of Modernvet’s online client service. The scope goes beyond building it — you will also evaluate and improve how our online service flows actually work, making sure our AI-powered service genuinely raises service quality and customer satisfaction rather than simply speeding up replies.
This is a role with real ownership of an internal product, backed by access to data from thousands of conversations and the room to make decisions based on evidence, not assumption.
Key Responsibilities
AI Agent (Artemis) & Knowledge Management
Act as the day-to-day owner of Artemis's workflow, content, instructions and procedures, and behaviour
Write and maintain knowledge base articles, macros, and saved replies
Keep Modernvet's tone of voice consistent across every customer touchpoint
QAQC Automation and Monitoring
Create and manage monitors and scorecards in Intercom to ensure any slip in quality is captured automatically and immediately sent for review
Intercom Platform Ownership
Manage inboxes, teams, routing and assignment rules, tags, and automation workflows
Keep conversation data clean through tagging taxonomy, categorisation, and deduplication
Review feature, seat, and credit usage to keep the platform cost-efficient
Data & Reporting
Create all necessary reports (SLA, volume, service quality) as a viewable dashboard in Intercom for all branches
Pull and process conversation data via exports, API, or Google Sheets to create necessary report that runs automatically and is trusted as the single source of truth
Turn numbers into concrete improvement recommendations
Produce service quality evaluations for both human agents and Artemis, along with recommendations for improvement
CSX Process & Systems
Document SOPs, workflows, and team guidelines for CSX
Build supporting operational tools (Google Sheets, forms, lightweight automation)
Provide our branch operations team with tools to make their work more easy and efficient
Cross-Functional Collaboration
Work with Clinic Operations, Finance, Marketing, and the veterinary team to ensure the information Artemis relies on stays accurate and up to date
Gather feedback from branch frontliners as input for the next iteration
First Six Months: Making Artemis Reliable
Your core mission: raise Artemis's automation rate without sacrificing accuracy or customer trust.
Main activities:
Audit & diagnosis — Dissect failed conversations, map the failure patterns behind them (mis-triage, incomplete answers, unnecessary handovers, or dead-end conversations), and prioritise fixes by volume × impact
Knowledge base — Build and maintain the sources Artemis draws on such as Help Center articles, clinic SOPs, service FAQs, pricing, and schedules. Write for AI and human readers
Procedure & workflow design — Design the triage or emergency flow response, booking, escalation, and branch-handover flows. Draw a firm line between what AI is allowed to answer and what must always reach a human, medical questions, for example
Testing & QA loop — Establish the habit of testing before release and reviewing after it. No instruction changes ships without a measurable before-and-after
Reporting — Stand up dashboards for resolution rate, deflection, CSAT, and SLA so Artemis's performance is reviewed weekly rather than guessed at
Qualifications
Required
2–4 years of experience in Customer Experience, Customer Support Operations, Service Operations, or an equivalent field
Extremely strong usage of AI tools, defaults to using AI tools to plan and implement solutions
Understanding of API’s and JSON structured data
Hands-on experience managing a helpdesk or CRM platform (Intercom, Zendesk, Freshdesk, HubSpot, Qontak, or similar) — not as an end user, but as someone who has worked on the configuration side
Clear, well-structured writing in both Bahasa Indonesia and English — a large share of this job is writing instructions and articles
Comfortable reading, analyzing and creating visualizations
Disciplined documentation habits — your work needs to be picked up and continued by someone else
Nice to Have
Experience setting up, training, or tuning an AI agent or chatbot (Intercom Fin, Ada, Sierra, Kata.ai, Botpress, and the like)
REST API development using Claude code or other LLMs of choice
Experience in multi-branch industries: retail, F&B, clinics, healthcare, or hospitality
A genuine liking for animals and an understanding of how pet owners think
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