Product Operations Associate – Customer Care

About the role

The Product Operations Associate will manage the chatbot knowledge base and support AI‑driven customer care solutions. You will work closely with product and tech teams to enhance chatbot features and ensure high customer satisfaction.

Key responsibilities

• Maintain and update the chatbot knowledge base for quick issue resolution.
• Participate in chatbot model training to improve accuracy and answer matching.
• Collaborate with product and technology teams to implement new chatbot features and conduct user acceptance testing.
• Analyze customer interactions and chatbot logs to boost coverage, resolution rates, and satisfaction.
• Apply business knowledge and customer use cases to deliver optimal resolutions using existing technologies.

Required profile

• Bachelor’s degree in IT, Computer Science, or equivalent experience.
• 1‑2+ years of customer service experience in e‑commerce/retail operations and AI/chatbot products.
• Strong logical thinking and problem‑solving abilities to identify and resolve issues quickly.
• Ability to test new features, identify bugs, and report them effectively.
• Clear written communication skills for documentation and reporting.
• Self‑motivated, able to manage workload independently and meet deadlines under pressure.

Required skills

• SQL
• Python
• Excel for data analysis