Transformative Customer Experience Architect

2 weeks ago

Singapore beBeeInnovation Full time $90,000 - $120,000

Job Title: Intelligent E-commerce Support Specialist

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Job Summary: We are seeking a highly skilled and innovative professional to join our team as an Intelligent E-commerce Support Specialist. In this role, you will be responsible for designing and implementing AI-driven conversational customer service systems that provide seamless and intelligent support for e-commerce customers.

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Key Responsibilities:

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  • Design and develop AI-powered customer service models capable of handling high-volume, complex user inquiries with high response accuracy and reliability.
  • Implement LLM post-training strategies to improve customer support interactions, reducing errors, hallucinations, and irrelevant responses.
  • Develop automated dispute resolution and policy-adaptive AI systems to handle disputes, verify transaction details, and ensure platform compliance in automated responses.
  • Enhance the platform's AI translation capabilities for real-time multilingual customer service interactions, ensuring smooth cross-language communication.
  • Refine response evaluation metrics to track customer satisfaction and improve conversational AI quality through A/B testing and iterative optimization.
  • Enable AI-seller collaboration by building AI-powered seller assistance tools to help merchants quickly respond to customer inquiries, manage store operations, and resolve disputes efficiently.
  • Optimize large-scale model deployment to ensure real-time, high-quality customer service experiences at scale.
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Qualifications:

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Minimum Qualifications:

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  • Bachelor's degree or above in Computer Science, Computer Engineering, Statistics, Applied Mathematics, Data Science, or related fields.
  • At least 3 years of work experience in the related field.
  • LLM development and post-training expertise, including fine-tuning, distillation, and reinforcement learning.
  • Multilingual AI development skills, including proficiency in multilingual NLP, machine translation, and cross-lingual dialogue modeling.
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Preferred Qualifications:

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  • E-commerce business acumen, including understanding of e-commerce policies, dispute resolution workflows, and merchant-buyer interactions.
  • Advanced NLP and deep learning skills, including strong grasp of AI agents, retrieval augmented generation, mixture of experts, sparse attention, reinforcement learning, and inference time scaling.
  • Scalability and efficiency expertise, including experience in distributed model training, low-latency inference, and edge AI.

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