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Customer Experience Specialist

About iSchool

iSchool is a leading EdTech company helping students develop future-ready technology skills. We're looking for a Customer Excellence Specialist who is passionate about creating a smooth and enjoyable customer experience through our website and chatbot.

Job Summary

As a Customer Excellence Specialist, you'll be responsible for making sure our website chatbot is working smoothly and providing customers with the right information. You'll regularly test chatbot conversations, identify areas for improvement, and work with different teams to make the customer journey as simple and effective as possible.

If you enjoy solving problems, analyzing customer behavior, and improving digital experiences, we'd love to hear from you.

Responsibilities

Monitor the chatbot and make sure it is working properly every day.
Test chatbot conversations and fix any issues or broken flows.
Update chatbot responses and FAQs to keep information accurate and up to date.
Analyze customer interactions to identify common questions and improvement opportunities.
Work closely with the Product, Marketing, and Customer Support teams to improve the chatbot experience.
Track chatbot performance and customer feedback to recommend improvements.
Ensure customers can easily reach a support agent when needed.
Document chatbot workflows and any updates or changes.
Help improve the overall customer journey across our website.

Requirements

Bachelor's degree in Business, Marketing, Operations, or a related field.
2+ years of experience in Customer Experience, Customer Excellence, Operations, Quality, or a similar role.
Strong analytical and problem-solving skills.
Excellent communication skills in English.
Comfortable working with data and reports.
High attention to detail.
Experience with chatbots, customer support tools, or knowledge bases is a plus.

Benefits