About the job Key Responsibilities: Knowledge Base Management & Localization: Own the maintenance, updating, and expansion of the intelligent robot's multilingual knowledge base. Create, optimize, and localize Q&A content to improve the effectiveness and automation rate of the customer service department. Content Strategy & UX Optimization: Identify operational needs within customer service and develop/execute interaction scripts. Continuously refine the robot's dialogue to enhance user experience and satisfaction across various service scenarios. Process Design & Optimization: Participate in the development and streamlining of customer service knowledge structures and workflows. Tailor conversational content to specific user scenarios to boost interaction quality. Rapid Response & Iteration: Quickly respond to emerging issues or changes, implementing timely updates to front-end user guidance and interaction flows. Performance Analysis & Reporting: Regularly monitor key customer service performance metrics. Analyze data to identify root causes of issues, formulate targeted optimization recommendations, and report findings and suggestions to management. Qualifications & Requirements: Bachelor's degree or higher. Minimum of 1 year of experience in a customer service role. Excellent written and verbal communication skills in Russian (primary requirement for content localization). English or other language skills are a plus. Hands-on experience with industry-standard customer service platforms (e.g., Intercom, Zendesk, Live Agent). Operational experience with these systems is highly preferred. Strong analytical skills with a proven ability to identify and solve problems through data analysis. Excellent communication and interpersonal skills, with the ability to adapt quickly to changing priorities.