The international company developing multiple fintech products is looking for an ambitious Knowledgebase and Bot Manager.


Higher education (preferably technical)
Experience with analytical systems (BI, CRM)
Working experience in customer support more than 2 years
Expert Knowledge of Intercom and analytics
Expert knowledge of Excel tools (charts, pivot tables, macros)
Systematization and decomposition skills
Skills in complex problem solving, judgment, critical thinking and decision making
Ability to be highly organized with an emphasis on accuracy and timeliness
Ability to organize information and have attention to detail and accurately follow procedures
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, including being sensitive to professional ethics.

Data analysis, identification of trends and patterns for the purpose of KPIs' management
Development, updating and monitoring reporting tools against efficiency indicators
Participation in implementation and changing processes in order to improve the quantitative traits of customer service as well as for efficient use of department resources
Preparation of monthly working schedule, JIRA's and accounts for newcomers
Providing analytical support for special projects related to Customer Support Department
Cooperation with marketing and support devisions in order to keep Intercom bot up to date
Analyzing bot productivity and seeking ways on how to improve results and overall customer experience within communication with bot
Performs any other related duties as required or assigned
In return we offer:

Challenge to search, attract and build relationships with candidates in global market;
Good opportunities for professional growth (personal development plans, regular feedback on results, external professional courses);
Inspiring atmosphere (dynamic product company, ability to see tangible results of your efforts on a weekly basis);
Process ownership you are responsible for;
Competitive remuneration and transparent bonus system;
Opportunity to work remotely;
100% Health Insurance coverage after successful trial period;
Annual vacation: 18 working days.


CEX.IO LABS is a high-technology company oriented at blockchain development.
Apart from working on internal products, we cover research in the blockchain field.

We use source control and continuous integration systems
Any product deployment can be made on a push of the button
We are able to do several updates in one day
There is 3-tiers incident management system
Better to have a brief but relevant plan then complex and outdated
We fix bugs before writing new code
Our specification is written by humans and for humans
Very quiet and comfort working space
We love Apple. Macbook Pro and at least one Thunderbolt 27" is guaranteed. Our employees only work with best equipment.
We write tests, do user acceptance testing and regression tests. Who are TDD ninja? We are!

Company website:

DOU company page:

Job posted on 14 April 2021
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