kim.cc
Website:
kim.cc
Job details:
About Kim.cc
At kim.cc, we are building a digital BPO specifically designed for customer support. We aim to empower 50 million small and medium-sized businesses across the internet. Our plug-and-play platform delivers consistent, efficient, and personalized customer support experiences. By focusing on accessibility and scalability, we enable businesses to transform their customer support operations seamlessly.
Role Overview
We are hiring a Ai Implementation Expert to work closely with the Delivery Head and Forward Development Engineer to ensure product decisions, AI performance, and automation workflows are data-driven and well-structured.
This is not a project management role. This is a product + analytics + AI performance optimization role.
You will be responsible for:
- Understanding customer requirements deeply and converting them into structured product inputs
- Analysing usage and automation performance to identify gaps and inefficiencies
- Improving AI outputs through prompt refinement and structured prompting
- Owning AI deployment quality - from launch-baseline performance through coverage/accuracy gap-bridging and RLHF validation
- Continuously improving the % of AI handling through ongoing iteration
You sit at the intersection of product logic, customer behaviour, and AI performance.
Key Responsibilities
- Gather and structure requirements coming from Delivery and customers
- Convert business use cases into clear product workflows
- Perform product and usage analytics to identify gaps and inefficiencies
- Analyse automation success rates, fallback rates, and resolution accuracy
- Work with Forward Development Engineers to scope feature changes
- Refine prompts and AI configurations to improve output quality
- Design and test structured prompts (intent control, formatting, guardrails)
- Monitor AI performance post-deployment and iterate continuously
- Own AI deployment for clients, ensuring a strong launch-baseline performance, then assess coverage and accuracy gaps and build waterfall interventions to close them using AI-native agent feedback
- Validate and approve RLHF cycles, and continuously improve the % of AI handling
- Document insights and propose product improvements
Required Skills
- 2–5 years of experience in Product Analytics, Business Analysis, or Product Operations
- Strong understanding of data analytics (SQL, dashboards, metrics interpretation)
- Experience working with SaaS products
- Ability to translate business problems into structured product logic
- Strong documentation and analytical thinking
- Quick to grasp client/customer resolution processes, and able to enrich the knowledge base to effectively train and improve AI performance
AI & Prompting Capability (Important)
- Foundational understanding of LLMs and AI-based systems
- Experience working with LLM APIs or AI tools
- Ability to write, test, and refine prompts
- Understands structured prompting (intent mapping, output constraints, context handling)
- Comfortable running experiments to improve AI performance
What Makes You a Strong Fit
- You think in workflows and systems
- You use data before making product decisions
- You are detail-oriented with AI performance and output quality
- You collaborate well across delivery and engineering
- You are comfortable working in a fast-moving AI-first startup
Please Drop CV at hireme@kim.cc
Click on Apply to know more.