Chatbot Lead (Monee)

Responsibilities

We are looking for a hands‑on Chatbot Lead to build and scale Monee’s chatbot operations. Starting with performance management of Shopee’s built chatbot, this role will drive improvements in intent accuracy, escalation flows, and containment rates. Over time, the Chatbot Lead will design and implement Monee’s independent chatbot and transition chatbot ownership into the CX function. This role requires both analytical depth and cross‑functional leadership to balance automation efficiency with customer experience.

Performance & Framework Building

• Establish a chatbot performance framework (KPIs, reporting, escalation design).
• Monitor containment, intent accuracy, and customer handoff rates; implement data‑driven improvements.

Hands‑On Optimization

• Actively tune intents, analyze training data, and recommend design changes for better accuracy and customer resolution.
• Partner with the...