About Kim.cc
At 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 Product Analyst 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 inputs
- Analysing usage and automation performance to identify gaps and inefficiencies
- Improving AI outputs through prompt refinement and structured prompting
- Owning AI deployment quality - from launch-baseline performance through coverage/accuracy gap-bridging and RLHF validation
- Continuously improving the % of AI handling through ongoing iteration
You sit at the intersection of product logic, customer behaviour, and AI performance.
Key Responsibilities- Gather and structure requirements coming from Delivery and customers
- Convert business use cases into clear product workflows
- Perform product and usage analytics to identify gaps and inefficiencies
- Analyse automation success rates, fallback rates, and resolution accuracy
- Work with Forward Development Engineers to scope feature changes
- Refine prompts and AI configurations to improve output quality
- Design and test structured prompts (intent control, formatting, guardrails)
- Monitor AI performance post-deployment and iterate continuously
- Own 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 feedback
- Validate and approve RLHF cycles, and continuously improve the % of AI handling
- Document insights and propose product improvements
Required Skills- 2–5 years of experience in Product Analytics, Business Analysis, or Product Operations
- Strong understanding of data analytics (SQL, dashboards, metrics interpretation)
- Experience working with SaaS products
- Ability to translate business problems into structured product logic
- Strong documentation and analytical thinking
- Quick to grasp client/customer resolution processes, and able to enrich the knowledge base to effectively train and improve AI performance
AI & Prompting Capability (Important)- Foundational understanding of LLMs and AI-based systems
- Experience working with LLM APIs or AI tools
- Ability to write, test, and refine prompts
- Understands structured prompting (intent mapping, output constraints, context handling)
- Comfortable running experiments to improve AI performance
What Makes You a Strong Fit- You think in workflows and systems
- You use data before making product decisions
- You are detail-oriented with AI performance and output quality
- You collaborate well across delivery and engineering
- You are comfortable working in a fast-moving AI-first startup
Please Drop CV at [Confidential Information]
