Ai Solutions Specialist

**Build, Scale & Operate Leading DTC Brands alongside A-Players***:
**Maneuver Marketing**:
Our Vision, Mission & Success are fuelled by our commitment to be a driving force of positive change to the health of everyday consumers, providing conscious, high-quality & innovative supplement products.

In just 5 years, we kicked off our own DTC Health & Wellness brand from scratch and scaled it to USD$100M+ in annual sales, serving more than 3,000,000 customers worldwide with an average of 4,000 daily orders across 9 SKUs.

These results caught the attention of The Financial Times, as they ranked us among APACs top High-Growth Companies. We have also been awarded 2nd place on the E50 Awards, jointly organised by The Business Times and KPMG in Singapore.

**This is just the beginning of our journey, and you could be part of the next stage of our growth**

**Your Next Role**:
Your role is attached to the Customer Service Management team where we are driven by our customers and employees. The team represents Maneuver Marketing as the company’s highest escalation point with the goal of restoring and strengthening the customer’s loyalty and faith in our brands as a whole. This team communicates official positioning on company issues, works closely with different departments to ensure a successful resolution of complex customer issues as well as identifies and suggests improvement strategies.

Reporting to the Head of Customer Service, you will be entrusted to lead the implementation and optimization of our AI-powered customer engagement channels including AI Agents, AI-generated responses, and Help Center content. This role will play a pivotal part in enhancing self-service experiences, supporting automation strategies, and ensuring efficient, compliant, and brand-aligned AI interactions. In addition to managing AI agent effectiveness, you will also act as a key escalation point for customer service agents and contribute to CS strategy and performance reporting.

**What You’ll do**:
AI & Self-Service Channel Ownership
- Manage and optimize the configuration, performance, and customer experience of AI-powered support channels, including chatbots and automated workflows.
- Continuously improve chatbot accuracy, containment, and tone by analyzing customer interaction data and escalation patterns.
- Identify and close content and workflow gaps based on real-time insights from customer queries and feedback.
- Collaborate with platform partners (e.g., Zendesk) to explore and implement new AI tools, features, and best practices.
- Maintain and improve the knowledge base and self-service content to reduce manual workload and enhance customer satisfaction.

Self-Service Experience and Automation Advocacy
- Drive adoption of AI and self-service tools by enabling frontline support teams and ensuring seamless end-user experiences.
- Promote customer use of self-service options by maintaining a high standard of content quality, usability, and findability.
- Support internal training and awareness initiatives to increase comfort and confidence in AI-led workflows.
- Advocate for the use of automation across departments to streamline support journeys and reduce live agent dependency.

Operational Efficiency and Automation Design
- Analyze trends in support performance to recommend and implement automation solutions that improve response times and resolution accuracy.
- Work cross-functionally with support vendors and internal teams to improve support workflows and internal alignment.
- Support the rollout and testing of new tools, Help Centre articles, workflows, and automation features.
- Ensure that AI systems are compliant, scalable, and aligned with brand standards and customer expectations.

Help Center & Content Quality Assurance
- Maintain the accuracy, relevance, and usability of Help Center articles across both brands.
- Ensure customer-facing content reflects brand tone, current policies, and customer feedback insights.
- Support content QA efforts and help scale knowledge management practices across internal and external support teams.

Sales Enablement Through AI
- Champion the use of AI agents to support transactional experiences such as product recommendations and order-related inquiries.
- Partner with Product, Marketing, and Tech teams to ensure AI interactions support business goals and reflect promotional strategies.
- Identify opportunities to personalize AI interactions in ways that enhance the customer’s purchase experience and drive incremental conversions.

Strategic and Operational Support
- Support the Head of Customer Service in leading CS strategy when required, including attending leadership syncs and managing CS communications
- Participate in strategic planning sessions and contribute to decision-making by bringing insights from AI performance, customer behavior, and support trends.
- Support the Head of Customer Service by serving as an backup escalation point for complex issues raised by agents to e