CX Specialist (AI & Systems)

About This Role

This role centers on building the CRM system & customer service platform that serves as the backbone of Modernvet’s online client service. The scope goes beyond building it — you will also evaluate and improve how our online service flows actually work, making sure our AI-powered service genuinely raises service quality and customer satisfaction rather than simply speeding up replies.

This is a role with real ownership of an internal product, backed by access to data from thousands of conversations and the room to make decisions based on evidence, not assumption.

Key Responsibilities

1. Act as the day-to-day owner of Artemis's workflow, content, instructions and procedures, and behaviour
2. Write and maintain knowledge base articles, macros, and saved replies
3. Keep Modernvet's tone of voice consistent across every customer touchpoint

1. Create and manage monitors and scorecards in Intercom to ensure any slip in quality is captured automatically and immediately sent for review

1. Manage inboxes, teams, routing and assignment rules, tags, and automation workflows
2. Keep conversation data clean through tagging taxonomy, categorisation, and deduplication
3. Review feature, seat, and credit usage to keep the platform cost-efficient

1. Create all necessary reports (SLA, volume, service quality) as a viewable dashboard in Intercom for all branches
2. Pull and process conversation data via exports, API, or Google Sheets to create necessary report that runs automatically and is trusted as the single source of truth
3. Turn numbers into concrete improvement recommendations
4. Produce service quality evaluations for both human agents and Artemis, along with recommendations for improvement

1. Document SOPs, workflows, and team guidelines for CSX
2. Build supporting operational tools (Google Sheets, forms, lightweight automation)
3. Provide our branch operations team with tools to make their work more easy and efficient

1. Work with Clinic Operations, Finance, Marketing, and the veterinary team to ensure the information Artemis relies on stays accurate and up to date
2. Gather feedback from branch frontliners as input for the next iteration

First Six Months: Making Artemis Reliable

Your core mission: raise Artemis's automation rate without sacrificing accuracy or customer trust.

Main activities:

1. Audit & diagnosis — Dissect failed conversations, map the failure patterns behind them (mis-triage, incomplete answers, unnecessary handovers, or dead-end conversations), and prioritise fixes by volume × impact.
2. Knowledge base — Build and maintain the sources Artemis draws on such as Help Center articles, clinic SOPs, service FAQs, pricing, and schedules. Write for AI and human readers.
3. Procedure & workflow design — Design the triage or emergency flow response, booking, escalation, and branch-handover flows. Draw a firm line between what AI is allowed to answer and what must always reach a human, medical questions, for example.
4. Testing & QA loop — Establish the habit of testing before release and reviewing after it. No instruction changes ships without a measurable before-and-after.
5. Reporting — Stand up dashboards for resolution rate, deflection, CSAT, and SLA so Artemis's performance is reviewed weekly rather than guessed at.

Qualifications

Required

• 2–4 years of experience in Customer Experience, Customer Support Operations, Service Operations, or an equivalent field
• Extremely strong usage of AI tools, defaults to using AI tools to plan and implement solutions
• Understanding of API’s and JSON structured data
• Hands-on experience managing a helpdesk or CRM platform (Intercom, Zendesk, Freshdesk, HubSpot, Qontak, or similar) — not as an end user, but as someone who has worked on the configuration side
• Clear, well-structured writing in both Bahasa Indonesia and English — a large share of this job is writing instructions and articles
• Comfortable reading, analyzing and creating visualizations
• Disciplined documentation habits — your work needs to be picked up and continued by someone else

Nice to Have

• Experience setting up, training, or tuning an AI agent or chatbot (Intercom Fin, Ada, Sierra, Kata.ai, Botpress, and the like)
• REST API development using Claude code or other LLMs of choice
• Experience in multi-branch industries: retail, F&B, clinics, healthcare, or hospitality
• A genuine liking for animals and an understanding of how pet owners think