Mid-Level Chatbot Analyst

EBANX is the leading payment platform connecting global companies with customers from the fastest-growing digital markets in the world. 

Since the beginning of our journey, we have had one mission: to provide global access for everyone. We believe that transforming challenges into opportunities and making the impossible part of the journey is crucial! That's precisely why we created a payment technology that builds bridges between people and businesses every day in 29 rising markets across the globe. 

We call ourselves ebankers, we are global thinkers, we value diversity, we foster creativity and we work hard to connect businesses and people worldwide through payments. Let's make history together?

We are looking for a Mid-Level Chatbot Analyst to join the Merchant Experience team and develop cutting-edge solutions using generative AI for our merchants.

As a Mid-Level Chatbot Analyst, you will play a pivotal role in discovering, experimenting, and integrating generative AI chatbot experiences into our ecosystem. You will collaborate closely with the Merchant Experience and Product Experience teams to create, maintain, and enhance our chatbot features and content.

Your main activities will include:

• Translating complex processes and procedures into merchant-friendly language.
• Designing and analyzing journeys to create engaging conversational flows and content.
• Monitoring metrics, analyzing results, and identifying areas for improvement.
• Collaborating with the marketing team to define the chatbot's personality and language across different channels and article content.
• Managing relationships and providing support for solution providers.
• Participating in cross-functional projects with business and product teams.
• Proposing process improvements in partnership with quality teams.

What's mandatory:

• Experience with storytelling and UX writing.
• Knowledge of AI, chatbots, and conversational flows.
• Familiarity with customer service, customer experience, or merchant success processes.
• Understanding of customer service channels.
• Fluency in English (you will use it frequently in this role).
• A data-driven mindset, with decision-making grounded in metrics and insights.

What else would we like to see? (nice-to-have)

• Experience with Product teams.
• Team player mindset
• Familiar with Customer Service or support teams and products
• Organization – strong sense of process and project reports
• Sales Force experience.
• Spanish speaking/writing.