AI Implementation & Performance Focus Expert

About Kim.ccAt 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 OverviewWe 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 inputsAnalysing usage and automation performance to identify gaps and inefficienciesImproving AI outputs through prompt refinement and structured promptingOwning AI deployment quality - from launch-baseline performance through coverage/accuracy gap-bridging and RLHF validationContinuously improving the % of AI handling through ongoing iterationYou sit at the intersection of product logic, customer behaviour, and AI performance.Key ResponsibilitiesGather and structure requirements coming from Delivery and customersConvert business use cases into clear product workflowsPerform product and usage analytics to identify gaps and inefficienciesAnalyse automation success rates, fallback rates, and resolution accuracyWork with Forward Development Engineers to scope feature changesRefine prompts and AI configurations to improve output qualityDesign and test structured prompts (intent control, formatting, guardrails)Monitor AI performance post-deployment and iterate continuouslyOwn 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 feedbackValidate and approve RLHF cycles, and continuously improve the % of AI handlingDocument insights and propose product improvementsRequired Skills2–5 years of experience in Product Analytics, Business Analysis, or Product OperationsStrong understanding of data analytics (SQL, dashboards, metrics interpretation)Experience working with SaaS productsAbility to translate business problems into structured product logicStrong documentation and analytical thinkingQuick to grasp client/customer resolution processes, and able to enrich the knowledge base to effectively train and improve AI performanceAI & Prompting Capability (Important)Foundational understanding of LLMs and AI-based systemsExperience working with LLM APIs or AI toolsAbility to write, test, and refine promptsUnderstands structured prompting (intent mapping, output constraints, context handling)Comfortable running experiments to improve AI performanceWhat Makes You a Strong FitYou think in workflows and systemsYou use data before making product decisionsYou are detail-oriented with AI performance and output qualityYou collaborate well across delivery and engineeringYou are comfortable working in a fast-moving AI-first startupPlease Drop CV at hireme@kim.cc