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CRM Administrator - AI Focus

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myPOS

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Location:
Bulgaria , Varna, Sofia

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The CRM Administrator is responsible for the administration, optimisation, and governance of the company’s CRM environment with a strong emphasis on AI-driven customer interactions. The role ensures that CRM systems and customer-facing AI bots operate seamlessly together, delivering accurate data capture, consistent customer journeys, and scalable automation across service channels. This position plays a central role in maintaining CRM data integrity, bot performance, and knowledge quality. Acting as a key operational partner, the CRM Administrator enables informed decision-making through reliable performance insights, robust quality controls, and continuous improvement of AI-enabled customer support processes.

Job Responsibility:

  • Own and administer the CRM environment connected to our customer-facing AI bot, ensuring reliable integrations and consistent data flows
  • Manage, train, and optimise the AI bot’s knowledge base, training data, and conversational flows to support accurate and effective automated interactions
  • Ensure CRM data captured through bot interactions is accurate, structured, and aligned with operational and compliance requirements
  • Monitor CRM and bot performance metrics, including accuracy, containment, escalations, and error trends, identifying opportunities for improvement
  • Conduct regular quality assurance reviews and knowledge audits to validate accuracy, clarity, and policy alignment
  • Configure and refine intents, routing logic, and workflows across CRM and bot environments to improve resolution outcomes and customer experience

Requirements:

  • Minimum of 2 years’ experience in customer service operations, CX, knowledge management, CRM administration, or AI/chatbot administration
  • Strong analytical and problem-solving skills, with the ability to interpret performance data and drive actionable improvements
  • Excellent written communication skills and strong attention to detail
  • Working knowledge of AI or chatbot platforms and their integration with CRM systems
  • Understanding of NLP concepts or basic machine learning fundamentals
  • Experience creating process documentation, workflows, or structured knowledge content
  • Familiarity with customer service KPIs and service performance metrics
  • Bachelor’s degree in Information Systems, Data Science, or a related field
  • Fluency in English

Nice to have:

Additional languages are considered an advantage

What we offer:
  • Annual salary reviews, promotions and performance bonuses
  • myPOS Academy for upskilling and training
  • Unlimited access to courses on LinkedIn Learning
  • Annual individual training and development budget
  • Refer a friend bonus
  • Teambuilding, social activities and networks on a multi-national level
  • 25 days annual paid leave (+1 day per year up to 30)
  • Full “Luxury” package health insurance including dental care and optical glasses
  • Meal vouchers of 102.26 EUR per month
  • Fully covered Multisport card
  • Free coffee, snacks and drinks at the office

Additional Information:

Job Posted:
January 16, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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