Chatbot Specialist

Role Overview
We are seeking a dedicated Tidio Platform Specialist to own and elevate our live-chat and chatbot experience. You’ll be responsible for designing, implementing, and optimizing our Tidio setup—making sure every website visitor enjoys prompt, personalized support, while our team gets actionable data and seamless workflows.

Key Responsibilities:

Tidio Implementation & Configuration
- Install and configure the Tidio widget on our websites and landing pages.
- Build and maintain chatbot “Flows” for FAQs, move-inquiries, and lead capture using Tidio’s visual Flow Builder
AI Agent Management
- Train and fine-tune the Lyro AI Agent to handle up to 70% of routine customer questions—such as quotes, service areas, and packing tips—freeing up our live agents for complex requests
Live Chat Operations
- Define department routing, assign chats to agents, and set up canned responses to ensure rapid, consistent replies.
- Monitor real-time visitor monitoring and chat queues, adjusting staffing or hours as traffic peaks.
Integration & Automation
- Connect Tidio with CRM (e.g., HubSpot), email marketing tools, and our booking system via webhooks or API to automate follow-ups and lead hand-offs.
- Implement automated sequences (email/SMS) triggered by chat events—e.g., quote requests, abandoned chats.
Analytics & Continuous Improvement
- Track key metrics (response time, satisfaction ratings, conversion rates) in Tidio’s Analytics dashboard; generate monthly performance reports and recommendations
- A/B test chat scripts, proactive messages, and Flow variants to boost lead qualification and reduce chat abandonment.
Training & Documentation
- Develop step-by-step guides, best-practice playbooks, and training sessions for customer-service agents.
- Maintain an internal Tidio knowledge base (chat scripts, escalation protocols, platform updates).

Qualifications

Experience:

1. 1–2 years managing Tidio or similar live-chat/chatbot platforms (e.g., LiveChat, Zendesk Chat, etc).

2. Proven track record of building chatbot workflows and AI agent training.

Technical Skills:

1. Comfortable with web integrations (HTML/JavaScript snippets, Webhooks, REST APIs).

2. Data-driven: skilled in interpreting chat analytics and translating insights into action.

Soft Skills:

1. Excellent written communication—crafting on-brand chat copy that feels human.

2. Strong project management: able to juggle multiple customizations, integrations, and improvement projects.

Education:

Bachelor’s degree in Marketing, Communications, Information Systems, or related field (or equivalent experience).

Nice to have but not a requirement:

- Familiarity with moving-industry terms, common customer pain points (e.g., packing fragile items, storage options) - Nice to have
- Experience with CRM platforms like HubSpot or Salesforce.
- Basic knowledge of HTML/CSS and JavaScript for widget customization.
- Prior work in e-commerce or service-based industries, with focus on lead generation.

If you are what we are looking for, shoot us a message or email your resume to ----------

Chat soon!

- Top Shelf Logic