Chat Analyst and Representative

The Chat Representative / Bot Designer supports customers through live chat while also helping design, maintain, and continuously improve automated chat experiences (chatbots, macros, decision trees, and knowledge-base flows). This role blends customer empathy, fast written communication, and structured problem-solving with content design and basic conversational UX to reduce contact volume, improve resolution rates, and elevate the end-to-end customer experience. 

Key Responsibilities 

• Handle inbound customer conversations via live chat, providing accurate, professional, and empathetic written support. 

• Triage issues, gather required details, and resolve cases using tools, policies, and knowledge articles; escalate appropriately with clear documentation. 

• Design and refine bot conversation flows (intents, utterances, prompts, fallbacks, and handoff-to-agent logic) based on customer needs and business rules. 

• Create and maintain chat macros, templates, and knowledge-base articles to standardize responses and reduce time to resolution. 

• Analyze chat transcripts to identify friction points, missing content, repetitive contacts, and automation opportunities. 

• Partner with product, engineering, support operations, and external partners to keep bot content aligned with releases, policy changes, and known issues. 

• Monitor key performance indicators (e.g., containment rate, deflection, CSAT, first contact resolution) and run iterative improvements (A/B tests where available). 

• Ensure compliance with privacy, security, and brand voice guidelines in all human and bot interactions. 

Required Qualifications 

• 1–3+ years in customer support, customer experience, or contact center operations with significant live chat experience. 

• Exceptional written communication skills (grammar, clarity, tone control) and ability to tailor responses to different audiences. 

• Demonstrated ability to follow processes, troubleshoot systematically, and document customer interactions clearly. 

• Comfort working with support tools (CRM/ticketing, chat console, knowledge base) and learning new systems quickly. 

• Basic understanding of chatbot concepts (intents, entities, prompts, conversation flows, escalation/handoff). 

• Strong analytical skills: ability to review transcripts/data and translate insights into content and flow updates. 

• Ability to manage multiple conversations simultaneously while maintaining quality and accuracy. 

Preferred Qualifications 

• Experience building or maintaining bots in platforms such as Microsoft Copilot Studio/Power Virtual Agents, Dialogflow, Amazon Lex, Intercom, Zendesk, Drift, Ada, or similar. 

• Knowledge management experience (article writing, taxonomy, search optimization) and/or content design experience. 

• Familiarity with conversational design practices (user goals, error recovery, confirmation, disambiguation, accessibility). 

• Experience collaborating with product/engineering teams and translating product changes into customer-facing guidance. 

• Basic reporting skills (Excel/Sheets) and familiarity with analytics dashboards. 

• Experience supporting a regulated or privacy-sensitive environment (e.g., healthcare, finance) and handling PII appropriately. 

Success Metrics (Examples) 

• Live chat: CSAT, quality audit scores, first contact resolution, average handle time (where applicable), and adherence. 

• Bot: containment/deflection rate, successful handoff rate, fallback rate reduction, and improved self-service completion. 

• Content: knowledge article accuracy, reduced repeat contacts on top drivers, faster onboarding for new agents. 

• Operational: timely updates to bot flows/macros after product or policy changes; clear cross-team communication. 

Key Stakeholders 

• Customer Support Leadership & Support Operations 

• Product Management 

• Engineering / Bot Platform Owners 

• Knowledge Management / Content Team 

• Compliance / Security (as applicable) 

Work Schedule & Expectations