Chatbot/AI Agent Manager

We use an AI chatbot for customer support and need someone to manage its day-to-day performance.

1. Review chatbot conversations to catch incorrect, unhelpful, or off-tone responses
2. Correct bot answers and update the knowledge base/FAQs as products or policies change
3. Spot recurring questions the bot handles poorly and fix the root cause
4. Escalate conversations to human support when the bot can't resolve them
5. Track resolution rate, escalation rate, and satisfaction metrics
6. Test all changes before pushing them live
7. Flag gaps where the bot lacks information to answer common questions

You'll need hands-on experience managing a chatbot or AI support tool (Intercom, Zendesk AI, custom LLM-based bots, or similar), strong written communication with a good sense of tone and accuracy, comfort reviewing large volumes of conversation logs to spot patterns, an analytical approach to diagnosing why the bot is underperforming, and enough organization to keep a knowledge base current instead of letting it go stale. Prompt engineering experience, familiarity with platforms like Zendesk or Drift, and a customer support background all help, but aren't required.