Executive, Digital Product

Key Responsibilities

1. Helpline Operations & Support

• Manage the daily queue of incoming Helpline tickets and digital enquiries, ensuring timely and accurate resolution according to service level agreements (SLAs).
• Act as the Tier 2 support, handling escalated customer support issues that require deeper knowledge of the digital platforms or problem-solving.
• Monitor service dashboards and generate basic reports on ticket volume, resolution time and common customer issues to identify trends.

2. Chatbot Platform & Agent Onboarding

• Maintain a high-level understanding of the AI Chatbot platform's architecture, dialogue flows, and knowledge base.
• Develop and maintain up-to-date training materials and operational guides for the chatbot platform.
• Conduct hands-on onboarding and training sessions for new Helpline agents, ensuring they are proficient in using the chatbot interface and escalation procedures.
• Serve as the internal Subject Matter Expert (SME) on all chatbot functionalities.

3. Vendor & Product Liaison

• Act as primary of the contact for the AI Chatbot Provider Team for troubleshooting, reporting bugs, coordinating maintenance windows and implementing new features.
• Conduct regular quality assurance (QA) checks on chatbot performance, identifying conversational gaps and suggesting improvements to dialogue logic.
• Assist the Digital Product team with testing new features, providing real-world operational feedback, and ensuring a seamless user experience across all digital channels.

Job Competencies

• Minimum 1 year experience in a customer service, technical support or digital operations role.
• Proven experience using and managing a Helpdesk ticketing system (e.g.,Zendesk, Freshdesk, ServiceNow)
• Prior exposure to or hands - on experience with AI Chatbot or Conversational AI platforms (e.g., Dialogflow, Rasa, or proprietary solutions) is highly desirable.