Automations & Chatbot Operations Specialist
Toronto
Customer Experience – Customer Experience Management /
Full-time Permanent /
Hybrid
Deliverect
As a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the while being a part of something larger than themselves.
Department Focus
At Deliverect, our Customer Experience team is the vital force propelling our customers towards unparalleled success. Envision us as the beating heart, offering tailored guidance and around-the-clock support to businesses of all sizes, ensuring they can fully harness the potential of our suite of products and thrive in their endeavours. With a customer-centric mindset deeply rooted in industry expertise, our global team passionately advocates for the needs and desires of our users.
We're not just a team; we're facilitators of continuous improvement, scaling successful business outcomes worldwide. Our diverse team proudly upholds the customer-focused values that define Deliverect. Our unwavering commitment to tailored support ensures that businesses have the assistance they need precisely when they need it.
As the central point of feedback, we continuously demonstrate our department's unyielding dedication to enabling customer success. We seamlessly combine a personalised touch with our industry-leading technology, creating a harmonious blend that sets us apart. Our goal? To be the driving force behind our customers' triumphs, proving that exceptional customer experience is not just a service but a fundamental part of the Deliverect journey.
Your Impact
As an automations & Chatbot Operations Specialist, you will play a critical role in developing, optimizing, and maintaining chatbot systems that enhance customer experience while reducing operational costs. This position requires working closely with cross-functional stakeholders to ensure that chatbot workflows are efficient and meet business goals. You will use your data analysis expertise to track performance metrics, identify areas for improvement, and contribute to strategic initiatives aimed at optimizing chatbot functionality.
With a strong focus on data-driven insights and process improvement, you will help ensure that our chatbot solutions deliver an outstanding user experience and align with operational efficiency goals.
A Typical Day:
- Review chatbot performance data to identify trends and areas for improvement, adjusting workflows as necessary to optimize efficiency.
- Optimize workflows by identifying areas for improvement through thorough data analysis and industry benchmarking.
- Implement strategies to enhance customer satisfaction and streamline operational processes.
- Collaborate with cross-functional teams to troubleshoot and resolve any technical issues related to chatbot performance.
- Contribute to the strategic development of chatbot systems by providing data-driven recommendations for improvement.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction.
- Work on improving internal documentation and proposing new tools or processes to streamline operations.
Your Expertise:
- 2+ years of experience working with chatbots or automation systems, particularly in a customer support or technical environment.
- Strong technical knowledge of conversational AI and chatbot optimization.
- Expertise in data analysis, including the ability to interpret large data sets to identify trends and provide actionable insights.
- Proven ability to analyze and improve chatbot performance metrics, including response times, resolution rates, and customer satisfaction.
- Experience collaborating with cross-functional teams to resolve technical issues and improve workflows.
- Strong verbal and written communication skills with the ability to present data-driven insights to internal stakeholders
Join Deliverect: Where You Shape Tomorrow's Success
At Deliverect, we're not just seeking team members; we're on the lookout for dynamic individuals who thrive in a fast-paced SaaS environment. We are fuelled by perceptive, ambitious, and determined professionals who embrace challenges and turn them into opportunities for innovation.
What We Bring to the Table:
Unicorn Status: Join a fast-growing SaaS unicorn at the forefront of the order management industry.
Learning Opportunities: We invest in your growth with a dedicated learning budget and clear learning pathways.
Inclusive Policies: Our paternity/maternity policies, enhanced vacation entitlement, and working arrangements reflect our commitment to your success.
Diverse Team: Become part of an international team that values diversity, fostering a culture of transparency and visibility.
A Peek into Life at Deliverect:
Performance-Driven Freedom: Your contributions speak louder than the clock. Achieve flexibility by focusing on what matters—delivering impactful results. Your autonomy in choosing how you achieve success is recognised and celebrated.
Innovation Hub: Immerse yourself in a culture of constant innovation, where weekly releases and new features keep our products at the forefront.
Big Challenges, Bigger Solutions: Be part of a mission to solve some of the global tech industry's most significant challenges.
Equal Opportunities at Deliverect:
We're committed to creating an inclusive and diverse workplace. We actively encourage applications from underrepresented individuals, fostering a workplace where everyone is treated with respect and provided equal opportunities to thrive.
Rights to Work:
While we welcome diverse backgrounds, it's crucial to note that applicants must have the legal right to work in the country of the role. Though we value contributions from various backgrounds, we currently can't offer financial support for relocation or travel assistance.
Supporting Your Journey:
If you need assistance or support during our recruitment process or require accommodations due to a disability, reach out to us at talent@deliverect.com. Join Deliverect, a workplace where culture meets career advancement.
