Zeal Group

Customer Success Manager

• Own the AI and automation roadmap for the Client Experience function in partnership with the Head of Client Experience.
• Improve the current chatbot and related AI tools, with focus on response quality, intent handling, containment, escalation logic, and customer satisfaction.
• Identify, evaluate, and implement suitable AI solutions, workflows, and service automation opportunities across customer support operations.
• Work closely with Product, Engineering, and relevant stakeholders on integrations, platform enhancements, and implementation of AI-related initiatives.
• Improve customer support workflows, knowledge base structure, and automation logic across customer service platforms and tools.
• Use service data, chatbot analytics, and customer feedback to measure performance, identify gaps, and drive continuous improvement.

AI Client Experience Manager