Location: Jakarta / Hybrid
Contract: 3-month project (extendable)

About the Role

We’re hiring a project-based specialist to help scale Artemis, Modernvet’s AI assistant, by building high-quality automation that resolves customer needs quickly while maintaining excellent customer experience.

Success Metrics

• ≥60% automated resolution rate (month-over-month)

• Maintain or improve CX score as automation scales

Key Responsibilities

• Build, improve, and QA multi-turn automated flows in Intercom, including:

  • Appointments (booking, reschedule, cancel)

  • Login & account issues

  • Teleconsultation guidance

  • Points, billing, prescriptions, lab results, home visits

  • Urgent/emergency cases, payments, and campaigns

• Refactor existing tasks and ensure smooth agent handoff when needed

• Identify and close knowledge gaps (FAQs, articles, internal docs)

• Create automated outbound messages (appointment & vaccination reminders)

• Keep content accurate (pricing, clinic hours, policies)

• Monitor performance via Intercom dashboards and share weekly insights

• Run thorough testing (edge cases, ID/EN language variants)

• Coordinate with Engineering on API requirements and UAT

• Maintain clean documentation and backlog in Notion

Requirements

• 2+ years in CX operations or engineering with CS exposure

• Experience designing multi-step automated flows

• Strong logical thinking, attention to detail, and QA mindset

• Data-literate and insight-driven

• Fluent in Bahasa Indonesia & English

• Comfortable working cross-functionally with CS, Ops, and Medical teams

Nice to Have

• Healthcare, veterinary, or scheduling experience

• Basic understanding of APIs / JSON

• Familiar with Intercom, Notion, Slack, Amplitude, or Segment