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Job description
Remote: Remote
AI Chatbot & Conversational Design Specialist Step into a role where AI isnt theoretical – its already live, evolving, and making an impact.Youll be working on a production-level LLM chatbot integrated with Intercom, handling real user traffic and data. This is a rare opportunity to directly shape performance through metrics like resolution rate, CSAT, escalations, and cost per resolution.Youll also play a key role in an expanding AI roadmap, contributing to new use cases, international rollout (including Spain), and future platform integrations.Your environment
International, collaborative team with strong UK leadership and local integration in FranceHybrid setup with flexibility: remote work plus regular collaboration time in LyonTravel between the UK and Lyon during onboarding for a smooth transitionModern offices in Lyon, conveniently located near Part-Dieu stationWhat youll be doing Youll take ownership of chatbot performance and continuous improvement across French and UK markets:Design, test, and optimise chatbot prompts in French and EnglishBuild and manage a structured continuous improvement cycleAudit and enhance the knowledge base (Intercom Articles)Collaborate with business teams to keep content accurate and up to dateCreate and maintain performance dashboards (resolution, CSAT, escalations, cost)Deliver regular insights and reporting to the Head of Operational AIIdentify anomalies and optimisation opportunities within IntercomSupport chatbot expansion into new products, use cases, and marketsWhat were looking forTechnical expertise
Experience working with chatbot platforms (Intercom preferred; Zendesk AI, Ada, LivePerson, Drift also considered)Proven experience improving chatbot performance through prompt designStrong understanding of LLM concepts (grounding, retrieval, hallucination)Confident in building reports using Excel or Google SheetsExperience managing structured knowledge bases (Intercom, Zendesk, Notion, Confluence, etc.)Behavioural skills
Native-level French and fluent English (C1/C2)Highly autonomous and comfortable working across international teamsStructured, methodical approach with the ability to think strategicallyCurious and forward-thinking, especially about applied AINice to have
Experience in international or multi-market environmentsFamiliarity with the construction sector or compliance platformsWhy this role stands out This isnt a maintenance role – its an opportunity to actively shape how AI is used across a growing international business. Youll combine hands-on optimisation with strategic input, working at the intersection of AI, operations, and customer experience.Interested? Please Click Apply Now!TPBN1_UKTJ