Chat Bot & Self-Serve Specialist

Viva.com is Europe’s first acquirer powering merchant payments acceptance across 24 countries and 1.165+ devices. With an ECB approved banking license and presence in 24 European markets, Viva.com’s Tap on Any Device technology for in-store payments, Smart Checkout payment gateway for online payments, and marketplace payment solution, help European businesses of any size to accept and manage payments how they want. All of Viva.com’s technology is built in-house over MS Azure, and is fully scalable, supporting any payment checkout journey.

Viva.com provides a seamless, conversion-boosting omnichannel payments platform, featuring acceptance of 40+ payment methods across 17 languages and 9 currencies. Viva.com’s ever-expanding financial services' suite includes value added features such as Real-Time Settlement; Offline Payments minimising chances of losing a sale; a Viva.com business debit card to manage corporate expenses, while reducing acceptance fees to as low as 0%; and Merchant Advance. 

The Role

The Chat Bot and Self-Serve Specialist plays a critical role in advancing customer support operations by leveraging technical expertise to design, implement, and optimize self-service solutions. This role combines technical know-how with creativity and structured thinking to manage chatbot workflows, self-service platforms, contact center systems, and routing mechanisms, ensuring seamless customer interactions. The successful candidate will be responsible for enhancing self-serve capabilities and supporting customer service processes across Viva.com’s knowledge channels, products, and services in a fast-paced, intrapreneurial environment. 

Responsibilities:  

• Create and optimize workflows for Chatbots ensuring smooth, automated customer service experiences. Design, configure test and launch chatbot dialogues using conversational logic and leveraging both tree and AI solutions; 

• Oversee the configuration, maintenance, and continuous improvement of the chatbot platform, ensure alignment of settings and business goals and recommend improvements and enhance customer experience; 

• Design, maintain, and optimize self-service portals and interactive voice response (IVR) systems (ex. PureCloud platform), focusing on creating intuitive customer journeys; 

• Monitor and analyze key performance indicators (KPIs) and user engagement for both chatbots self service portals and IVR systems. Collaborate with cross-functional teams to troubleshoot, perform root cause analysis and propose solutions that enhance bot performance, self-service efficiency, and overall customer satisfaction; 

• Streamline workflows for routing inquiries across multiple channels to ensure timely resolution and implement configuration and routing logic within contact center systems, ensuring efficient distribution of customer inquiries based on predefined rules and priorities; 

• Maintain up-to-date documentation on chatbot conversational flows, self service portals and IVR systems and configurations in order to explore and implement advanced feature; 
• Stay informed on industry trends and emerging technologies to incorporate best practices and innovative solutions that improve self-service functionality. 
  

To be considered you should have:

• Bachelor's degree in a relevant field or equivalent work experience in Communications, Marketing, or CRM roles, with a strong focus on digital communication platforms;

• Over 2+ years of knowledge in self-service platforms and other customer support tools as workflows application design will be considered as asset;

• Over 2+ years of Extensive knowledge and hands-on experience with multi-channel communication platforms, including configuring settings, creating campaigns, and analyzing user engagement metrics;

• Experience on designing workflow tool (ex. Fig jam).

💸 Competitive compensation package;

Annual bonus based on your performance and targets’ achievement;

🏥Private health insurance for you and your family;

💻Top of the Line tools and equipment;

🏃🏽‍♂️Employee Wellness Program like Daily group sessions led by professional coaches;  

📚Career development and regular feedback to develop your skills.