The Role
Responsible for developing and optimizing chatbot functionality using NLP and machine learning, enhancing customer experience and automations.
Summary Generated by Built In
Who We Are
OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology. OKX provides hundreds of token & futures trading pairs to help traders to optimize their strategy. We are also one of the top digital asset trading platforms by trading volume, serving millions of users in over 100 countries. OKX derivatives remains a top-notch venue globally and has a daily volume of approximately $10 billion and is widely recognized as the golden standard in the industry. We believe the blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to make innovative achievements that change the world and never stop to improve on our customer experience.
This team is part of the Global Business Service (GBS) Centre, home to specialized teams of operations experts, many with years of first-hand experience across a wide range of industries and sectors. This team supports customers globally through different channels such as live chat, emails, tickets, social media, and many more. We work closely with all our key stakeholders, such as Marketing, Finance, and Payment Operations, to successfully launch various global products while understanding the associated risks and management strategies for business growth.
About the Opportunity
We are looking for a Chatbot & AI Specialist to shape how our customers interact with us through conversational AI. This role bridges customer experience and next-generation AI. You’ll focus on training and optimizing the chatbot — from curating and structuring content to guiding large language model (LLM) responses so they remain accurate, natural, and customer-friendly. This role requires someone with a strong background in customer service and customer experience. You’ll understand customer needs, anticipate their questions, and ensure the chatbot provides clear, helpful, and human-like responses. The ideal candidate is a problem-solver and innovator, able to refine bot interactions today while helping us transition from NLP-based bots to LLM-powered assistants.
Key Responsibilities- Continuously train, optimize, and fine-tune bots across NLP intents and LLM-driven flows to improve accuracy, resolution rates, and overall customer experience.
- Partner closely with the Product team design and test on the implementation of various AI-chatbot models eg. Retrieval-Augmented Generation (RAG) models, AI agents, and task bots.
- Drive the deployment and scaling of task bots to automate repetitive workflows, aiming to increase automation coverage and reduce manual handling.
- Monitor and analyse bot performance metrics, identify improvement opportunities, and provide insights for continuous iteration.
- Maintain bot knowledge bases and ensure response libraries are updated, relevant, and aligned with business needs.
- Work with internal teams (CS, QA, Ops, etc.) to ensure smooth adoption, feedback collection, and continuous improvement of bot operations.
- Stay current with best practices in digital customer service and chatbot training, including LLM evaluation, grounding, and safety.
- 3+ years of experience in customer service, client support, or customer experience, ideally with experience acting as a subject matter expert (SME) for products, processes, or customer-facing tools.
- Experience in crypto, fintech, or other fast-evolving industries (not mandatory, but a plus).
- Familiarity with chatbots, LLMs, RAG, or automation tools (not mandatory, but a plus).
- Strong problem-solving skills and a customer-first mindset.
- Ability to think from the customer’s perspective and translate that into practical chatbot interactions.
- Excellent communication skills, with an eye for clarity, empathy, and tone of voice.
- Comfortable reviewing conversation data and making improvements.
- A proactive, hands-on approach with the ability to work in a fast-paced environment.
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Top Skills
Chatbot Development
Machine Learning
Natural Language Processing (Nlp)
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The Company
What We Do
Founded in 2017, OKX is one of the world’s leading cryptocurrency spot and derivatives exchanges. OKX innovatively adopted blockchain technology to reshape the financial ecosystem by offering some of the most diverse and sophisticated products, solutions, and trading tools on the market. Trusted by more than 20 million users in over 180 regions globally, OKX strives to provide an engaging platform that empowers every individual to explore the world of crypto.
In addition to its world-class DeFi exchange, OKX serves its users with OKX Insights, a research arm that is at the cutting edge of the latest trends in the cryptocurrency industry. With its extensive range of crypto products and services, and unwavering commitment to innovation, OKX’s vision is a world of financial access backed by blockchain and the power of decentralized finance.
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