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Job Description
About the role
In Customer Care and Trust & Safety, real people are on the other side of every decision. You're the reason why our users feel safe using Fiverr, and you take that seriously. From quality assurance specialists to fraud analysts, those we're looking for are stakeholder-savvy and treat every case like it's the only one that matters. So if you're methodical when the details affect people’s livelihoods, we want to hear from you.
Join our dynamic Customer Care team as a Chatbot Project Lead, taking the reins on our chatbot roadmap and stakeholder communication. This is a critical role stepping in to guide a talented team, ensuring seamless project delivery and strategic alignment as we enhance our AI-powered customer solutions.
What am I going to do?
Manage the end-to-end chatbot roadmap and sprint delivery, ensuring all project deadlines and key performance indicators are met with precision.
Translate overarching company strategic goals into actionable chatbot experience improvements, effectively communicating updates and insights to diverse stakeholders.
Mentor and provide hands-on guidance to team members, fostering their growth in areas like advanced prompting techniques on platforms such as Forethought.
Leverage data analysis to deeply understand chatbot performance, driving continuous optimization and informing strategic decision-making.
Facilitate key team meetings and foster a collaborative and inclusive team culture.
Requirements
You are a true Quality Executioner at heart, thriving on meticulous execution and a commitment to seeing projects through to completion with exceptional detail and efficiency.
Bring a proven ability to develop and manage comprehensive chatbot strategies and roadmaps, aligning them with broader business objectives.
Possess strong stakeholder management and communication skills, adept at building consensus and articulating complex information clearly across different audiences.
Demonstrate experience in mentoring and leading team members, fostering their development and providing hands-on support.
Exhibit a deep understanding of data analysis and KPI monitoring, using insights to drive measurable improvements and strategic pivots.
Hands on experience with AI Chatbot prompting providing customer facing solutions
Fluent English is a must
Nice to have
Familiarity with the Forethought platform
Working with AI
AI is integral to this role, with a focus on utilizing platforms like Forethought for advanced prompting and chatbot optimization. You'll leverage AI to analyze performance data, identify trends, and drive strategic improvements, while your human expertise will guide the overarching strategy, mentor the team, and ensure seamless stakeholder communication and alignment with business goals.
Equal opportunities
At Fiverr, we know that talent has no single face. We welcome talent from everywhere and everyone because it makes everything we build better. Need accommodations? Just ask. And if this role excites you but you don't tick every box, apply anyway. The best people rarely fit the mold exactly.