Job Description
Location: Jakarta / Hybrid
Engagement: Initial 3-month project (extendable)
Why this role exists
Modernvet built Artemis to deliver instant, reliable answers to customers 24/7, while handing off critical or time-sensitive cases to human agents. We’re hiring a project-based contractor to accelerate Artemis’ capabilities, expand coverage, and measurably improve customer experience.
Primary Outcome / KPI
Automated Resolution Rate: Achieve and sustain 60% month-over-month (per Intercom resolution metric).
Maintain or improve CX Score while scaling automation.
What you’ll own
Task creation & refinement (end-to-end)
Build, improve, and QA multi-turn tasks (guided flows) including but not limited to:
Booking / Rescheduling / Cancelling appointments
Sign up / Forgot password flows
Tele consultation: recommend when appropriate, check tickets, guide booking
Points: look up points balance, explain usage
Pet clinical history lookup: Look up pet information and history
Account billing history: Look up historical transaction history, medicine prescription, etc.
Ensure that existing tasks are cleaned up and refactored when necessary to ensure context‑based probing and agent handoff.
Refill prescription
Home visit
Imaging/lab test results
Urgent/emergency cases
Marketing campaigns
Payment confirmations
Knowledge gap management
Use Intercom’s gap tools to identify unmet intents/FAQs.
Verify with CS/Ops before adding content.
Close knowledge gaps with additional articles and internal documentation.
Automated outbound messaging
Utilize Intercom’s outbound workflow management to create flows that automate our outbound messaging needs. This includes but is not limited to:
Appointment reminders
Appointment confirmation
Vaccination reminders
Information architecture & accuracy
Keep Artemis’ static information (Q&A) fully up to date with Ops (e.g., pricing, terms & conditions, clinic hours, holidays).
Build a clean content hierarchy: folders, naming conventions, tags.
Document app features & flows with screenshots; explain points usage clearly
Reporting & insight (in Intercom)
Build dashboards in Intercom to monitor: resolution rate, involvement/deflection, CX score, handoff rate, top intents, fail reasons, knowledge gap burn‑down, and task completion.
Keep dashboards current; share weekly insights & next actions.
Thorough testing & QA (critical)
Design and run test plans for each task/knowledge addition:
Happy paths, alternate paths, edge cases, ambiguous inputs, language variants (ID/EN), date/time constraints, policy/eligibility checks.
Regression tests after changes; capture examples; propose fixes.
Define pass/fail criteria and sign‑off checklists
Partner with Engineering on data connectors/APIs
Draft and communicate requirements for the endpoints Artemis needs (fields, validation, expected responses, error states).
Coordinate with engineers on delivery, review responses against requirements, and run UAT in Artemis before go‑live.
You don’t need to implement APIs—clear specs & coordination are the goal.
Operational alignment & hygiene
Sync with Clinic Ops on updates (services, availability rules).
Maintain a tidy content repo (folders, owners, updated dates).
Keep a visible backlog/changelog in Notion.
Requirements
2+ years as CX operations lead or engineering background with experience working with customer service.
Experience designing multi-turn flows with variables, conditions, validations, and graceful handoffs.
Strong logical thinking, troubleshooting, and attention to detail; comfortable defining edge cases.
Data-literate: build dashboards, interpret trends, and turn insights into changes.
Excellent communication in Bahasa Indonesia & English.
Work well cross‑functionally, primarily with CS ops teams to understand SOPs, guidelines and medical team to understand.
Nice to have
Healthcare/veterinary or scheduling domain familiarity.
Working knowledge of payload shapes/JSON when drafting endpoint requirements.
Tools: Intercom (Workflows/Fin/Articles/Insights), Notion, Slack, Amplitude/Segment.
#J-18808-Ljbffr
