Chatbot Lead (Monee)

About the team

We are looking for a hands-on Chatbot Lead to build and scale Monee’s chatbot operations. Starting with performance management of Shopee’s built chatbot, this role will drive improvements in intent accuracy, escalation flows, and containment rates. Over time, the Chatbot Lead will design and implement Monee’s independent chatbot and transition chatbot ownership into the CX function. This role requires both analytical depth and cross-functional leadership to balance automation efficiency with customer experience.

What you'll do

Performance & Framework Building

• Establish a chatbot performance framework (KPIs, reporting, escalation design).
• Monitor containment, intent accuracy, and customer handoff rates; implement data-driven improvements.

Hands-On Optimization

• Actively tune intents, analyze training data, and recommend design changes for better accuracy and customer resolution.
• Partner with the OE team to document processes, implement change suggestions, and integrate chatbot enhancements into wider ops.

Independent Bot Development

• Define roadmap for Monee’s own chatbot on ShopeePay, including architecture, API integration with Shopee, and CX standards.
• Oversee development and testing, ensuring scalability, compliance, and seamless escalation to live channels.

Cross-Functional Collaboration

• Work with CX to align chatbot tone, conversation design, and escalation flows.
• Partner with OE, Vendor Management, and vertical leads to ensure chatbot reduces L1 volumes and improves first-contact resolution.
• Engage Compliance, Legal and Risk teams to ensure chatbot responses meet regulatory standards.

Scalability & Future Ownership

• Build the foundation for chatbot management as a horizontal CX function.
• Transition from OE-driven project work to ongoing CX governance of automation and AI.

Requirements

• Bachelor’s degree in Technology, Data Science, Business, or related field.
• 4–7 years’ experience in chatbot management, conversational AI, or CX automation.
• Strong hands-on skills in chatbot optimization (intent design, training, escalation flows).
• Familiarity with NLP/NLU frameworks and chatbot performance metrics.
• Analytical and data-driven mindset with proven ability to improve automation outcomes.
• Strong collaboration skills across Ops, Tech, CX, and Compliance.
• Builder mindset, capable of starting as an individual contributor, then scaling into a dedicated CX automation team.