Customer Success Product Specialist

**Company Overview**

**About the Role**

We are a rapidly growing startup and are looking for a Customer Success Product Specialist who can help us manage all self-help channels such Help Center and ChatBot, and also on the Knowledge Base content to align with the responses given to customers by our agents.

Our goal is to scale our customer support by providing comprehensive, up-to-date and useful self-help content to our customers so that they can find what they need quickly, at any time and with satisfaction.

You will work closely with customer support agents, product managers, marketing and sales teams, and report to the Head of Customer Success. You will manage activities such as updating Help Center content, creating step-by-step guides, improving ChatBot flow and efficiency, and measuring the success of self-help customer support channels.

We are looking for someone who is passionate to scale customer success with quality self-help content, keen to learn, and grow with our business. This role also requires good time management skills and resource planning skills. You will play a critical role in scaling our startup to the next level.

**Responsibilities**
- Responsible for the overall development, implementation, and maintenance of our Customer Support Knowledge Base (self-help online library of information) across customer-facing channels
- Manage, create and audit content in Help Center and ChatBot regularly and accurately
- Define a process with the Customer Success team to identify commonly asked questions and recurring issues on a weekly basis. Create relevant content and write support articles on self-help channels to reduce the needs for agents to answer these common questions
- Communicate with product, marketing and sales teams effectively and understand the latest product and business updates so as to come out with relevant content for Customer Success team and customers to know
- Draft Terms and Conditions for promotional campaigns and new product launches to support various marketing and sales initiatives
- Track and analyse the adoption and usage of Help Center and ChatBot. Continue to improve key metrics including the number of customers using self-help options, percentage of customers finding out information themselves successfully and what the customers are looking for
- Work with multilingual support agents to translate Knowledge Base content into multiple languages for our different markets
- Manage ChatBot vendor relationship and work closely with vendor on Chatbot improvements
**Requirements**:

- Degree/Diploma in Customer Service/Business/IT or other related field
- At least 3 years of work experience in customer service area (including managing and developing Knowledge Base or Help Center)
- Passionate about coming up with quality, scalable self-help content to help customers and internal teams
- Excellent verbal and written communication skills
- Demonstrable logical thinking and problem solving skills
- Detail oriented
- Quick learner
- High customer service orientation
- Ability to multi-task and keep up in a fast-paced working environment
- Experience managing ChatBot is a plus
- Experience with direct to consumer product or SaaS product is a plus
- Basic image editing and video editing skills is a plus
**Why join us**

We are an agile startup team. We are a creative workforce functioning in a knowledge-based economy. We are measured by the impact and contribution to KooBits’ mission. We don’t tolerate office politics or bureaucracy. Our culture is built on value creation and problem-solving, freedom and ownership, trust and transparency. Instead of letting our org chart determine whose ideas drive our company, we let the best ideas win. KooBits is where talents with drive and creativity shine, get things done, and accelerate their career growth with rapidly expanding responsibilities.

**Job Types**: Full-time, Permanent

**Salary**: $4,000.00 - $5,000.00 per month

**Benefits**:

- Health insurance
- Professional development
Schedule:

- Monday to Friday
**Experience**:

- Customer service: 3 years (required)
- basic image & video editing: 1 year (preferred)
- Chatbot management: 1 year (preferred)