Product Specialist, Virtual Assistant

Let's start with the role

We’re looking for a passionate and detail-oriented Product Specialist to join our Virtual Assistant team and help design, build, and optimize AI-driven conversations across our customer support channels.

This role is pivotal in shaping how millions of customers interact with our brand through automated support. You will combine conversational design with Natural Language Understanding (NLU) and LLM-powered dialog flows to ensure our chatbots deliver accurate, helpful, and engaging user experiences, across multiple markets and languages, in a dynamic and regulated industry.

You will work within a cross-functional product team alongside engineers, data scientists, UX designers, and Customer Service operations, owning the chatbot experience end-to-end, from conversation design to production monitoring.

• Design, write, and maintain conversation flows—including primary paths, fallback handling, disambiguation strategies, and prompts—for both scripted and AI-powered (NLU/LLM) interactions.
• Prototype new conversational experiences and maintain dialog flow documentation.
• Own the release management process for chatbot updates across multiple markets and languages—including building, testing, and deploying customer journeys.

• Create, curate, and optimize training data (utterances, intents, entities) for intent classification and entity extraction models.
• Monitor NLU performance, analyze misclassifications, and implement corrective actions.
• Conduct regular testing and validation cycles to maintain and improve classification accuracy.

• Analyze customer interactions, chatbot performance data (resolution rates, containment rates, escalation rates, CSAT), and user feedback to identify pain points and improvement opportunities.
• Participate in A/B testing and experimentation to optimize bot effectiveness.

• Work closely with NLU engineers, software developers, Customer Service operations, product managers, and compliance teams to ensure chatbot solutions are effective, compliant, and aligned with business goals.
• Participate in regular briefings with the Customer Service team leads to stay aligned with frontline needs.
• Document conversation designs, NLU logic, and operational procedures.

What you will bring

A strong candidate for this role thrives in a fast-paced product environment and is eager to solve complex problems at the intersection of conversational AI, customer experience, and automation.

• Proven experience (2+ years) in conversational design, chatbot development, or a similar role (e.g., UX Writer for conversational interfaces, NLU specialist, dialog designer).
• Solid understanding of NLU concepts: intents, entities, utterances, confidence scores, and training data management.
• Experience analyzing chatbot performance metrics and user feedback to drive measurable improvements.
• Excellent written and verbal communication skills in English.
• Comfort working with data—you can read dashboards, spot patterns, and translate insights into action.
• Hands-on experience with conversational AI platforms (e.g., Google Dialogflow, Kore.ai, Moveo.ai, LivePerson, Amazon Lex, or similar).
• Basic understanding of API integrations, backend system interactions, and third-party platform capabilities (e.g., Zendesk, CRM systems).

• Familiarity with LLM-based dialog approaches (e.g. prompt engineering, planner/collection flows, retrieval-augmented generation).
• Experience with analytics tools (e.g., Power BI, Tableau, Google Analytics) and A/B testing methodologies.
• Experience working in Agile or Kanban development environments.
• Understanding of customer service operations and KPIs (CSAT, FCR, containment rate).
• Experience in the online gaming or fintech industry.
• Working proficiency in 2 or more European languages (in addition to English) is a strong plus.