We're looking for a detail-oriented and customer-focused professional to own and optimize our support chatbots and FAQ knowledge base. You'll be responsible for ensuring customers get accurate, timely, and helpful answers through self-service channels. This is not an engineering role - you will work closely with product, support, and content teams to keep information updated, clear, and effective.

What you will be doing :

• Manage and continuously update chatbot content to improve accuracy, usability, and customer satisfaction.
• Curate and maintain the FAQ/knowledge base, ensuring all content is clear, up to date, and aligned with support policies.
• Analyze chatbot and FAQ performance metrics (usage, deflection rates, satisfaction scores) and propose improvements.
• Collaborate with Customer Support teams to identify recurring issues and knowledge gaps.
• Work with Product and Marketing teams to ensure new features, services, and policies are accurately reflected in self-service content.
• Test chatbot flows and FAQ entries to ensure a seamless customer experience.
• Collect customer feedback and refine content to make self-service support as effective as possible.
• Ensure tone of voice is consistent with brand guidelines and customer communication standards.

We are looking for someone who has:

• Strong writing and editing skills; ability to simplify complex information.
• Analytical mindset with the ability to interpret data and make improvements.
• Excellent communication and collaboration skills.
• Attention to detail, proactive approach, and customer-first mindset.
• Familiarity with chatbot and FAQ platforms (Zendesk, Intercom, Freshdesk, or similar) is a plus
• Good written and spoken English.
• 2+ years of experience in a similar role.