Customer Support & AI Operations Specialist | Fintech trading platform

Position Summary

We are a CFD & Crypto trading platform headquartered in Australia. We are looking for a Customer Support Specialist who is not only empathetic and communicative but also highly analytical and tech-savvy. You will play a critical role in building our customer service knowledge base, designing AI-human collaboration workflows using Sobot, and ensuring service safety in a high-risk financial environment.

Key Responsibilities

1. Knowledge Base & AI Collaboration Construction (0-to-1)

• Proactively collect business requirements from cross-functional teams (Product, Operations, Risk, Compliance, Tech) to create the first batch of FAQs, internal SOPs, and response templates without relying on historical tickets.
• Define and configure the AI bot's service scope within Sobot. Establish strict "red lines" (e.g., no AI autonomous replies regarding account asset status, deposits/withdrawals, or liquidation disputes) before API integrations are ready.
• Configure Sobot's multi-turn dialogue (slot filling) to collect essential information (UID, TXID, etc.) and ensure seamless escalation to human agents.

2. Customer Inquiry Handling & Case Management

• Respond to inquiries regarding account registration, KYC, account security, deposits/withdrawals, trading operations, fees, and campaigns via live chat, email, and ticketing.
• Guide customers on platform features, order statuses, margin requirements, and liquidation mechanisms based on official documentation.
• Handle complex cases. Gather required information (Order IDs, TXIDs, timestamps, screenshots) and escalate to the Operations team for investigation.

3. Progress Updates & Crisis Management

• Monitor ticket progress and proactively communicate updates to customers.
• Handle complaints professionally. In the event of AI miscommunication (e.g., incorrect financial promises), execute emergency response protocols immediately (Circuit break, impact audit, root cause fix, controlled recovery).

4. Continuous Improvement & Quality Assurance

• Design pre-launch test scenarios (normal inquiries, insufficient information, out-of-scope questions, personal account queries) to validate AI-human collaboration.
• Establish QA and efficiency metrics (AI resolution rate, repeat inquiry rate, CSAT, error rate). Prevent "false improvements" where AI defection rates drop but repeat inquiries and complaints rise.
• Continuously update the knowledge base and AI strategies as product rules evolve (e.g., VIP fee tiers).

• Prior customer support experience in Crypto Exchanges, Brokerage Firms, Forex/CFD Platforms, FinTech, or Payment Services is highly preferred.
• Familiarity with customer service platforms like Sobot or Zendesk. Ability to distinguish between native features, features requiring business enablement, features requiring API development, and manual-only processes.
• AI Literacy: Deep understanding of AI capabilities and limitations. Experience in designing fallback strategies, preventing AI hallucinations, and controlling AI-generated financial promises.
• Strong written communication skills. Ability to translate complex backend operations and cross-departmental discussions into user-friendly and agent-friendly knowledge base content.
• Strong sense of responsibility, empathy, and emotional resilience. Willing to work on a rotating shift schedule (evenings, weekends, public holidays).
• Preferred: English proficiency ; experience in building a customer service system from scratch.

Please refer to job description.