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Support Bot Manager
В офисеПолная занятостьУправление продуктомEnterprise SoftwareCybersecurity
Own the quality, performance, and effectiveness of a technical Support bot. Monitor interactions, define success metrics, identify improvement opportunities, and help expand automation across Support workflows.
Обязанности
- Monitor and evaluate Support bot performance and response quality
- Define and track KPIs and success metrics for bot effectiveness
- Review bot-generated responses and interactions for quality gaps and recurring issues
- Develop scalable processes for consistent bot quality monitoring
- Analyze bot performance from technical and business perspectives
- Collaborate with Support teams and stakeholders on use cases, feedback, and operational needs
- Identify trends and translate findings into actionable recommendations
- Support the continued evolution and automation of Support workflows
Требования
- Tier 2-level technical Support knowledge
- Experience in networking and/or security environments
- Ability to assess the accuracy and quality of technical responses
- Experience working directly with customers and understanding their needs and Support workflows
- Ability to combine technical understanding with business and operational thinking
- Strong analytical and critical-thinking skills
- Experience defining KPIs and evaluating performance objectively
- Experience identifying quality gaps, recurring patterns, and improvement opportunities
- Experience in Support, Support Operations, Premium Support, Professional Services, or a similar customer-facing technical environment
Будет плюсом
- Tier 3 technical Support experience