Client Service Analyst - (Senior) AI Chatbot

About Us

Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance.

Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution.

Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services. 、 Role Summary: We are looking for a Bybot CS Leader to not only develop strategies in driving the enhancement of our chatbot (Bybot) but also being hands-on in implementing/executing the 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: End-to-End Bot Management: Drive the entire life cycle from planning, training, implementation, system/app integration, performance monitoring, and continuous improvement of Bybot across CS platforms (Livechat, Help Center, Webform). Data-Driven Optimization: Analyze fallback rates, resolution rates, and user feedback to improve bot performance and enhance self-service efficiency. Cross-Functional Collaboration: Work with Product, Engineering, and CS Ops to align chatbot content and decision making with actual user behavior. Knowledge Integration: Manage and maintain chatbot knowledge base using CRM data, SOPs, and Help Center content. Ensure accuracy and clarity in both English and Mandarin content. Quality Control: Conduct scenario-based testing and refinement to reduce misinformation or irrelevant bot replies including anomalies detection and correction. Internal Enablement: Provide training and documentation for internal teams to understand and maximize the benefits of Bybot. Innovation Ownership: Initiate and lead projects related to NLP optimization, AI model training, auto-routing improvements, and language-specific flows.

Requirements: Bachelor’s degree in Business, Computer Science, Communications, or related field, ideally with Data Analytics and Business Intelligence Min 5-7 years of experience in chatbot/AI operations/automation in customer service Solid understanding of CS ticket lifecycle, escalation workflow, and inquiry routing logic Mandatory to be Bilingual in Mandarin and English (spoken and written) to liaise closely with mandarin-speaking counterparts from product and tech teams on reviewing chinese documentation. Familiar with CRM platforms/systems e.g , and basic knowledge of NLP/AI tools. Strong analytical, project management, and cross-departmental interpersonal and skills. Ability to thrive in a fast-paced high workload volume environment (fintech industry) and adapt to evolving user needs.Why Join UsAt Bybit, we are committed to fostering a supportive and enriching work environment. Our benefits include:- Study Growth Fund: We support your professional development and continuous learning.- Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.- Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.- Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.- Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.