Trusting Social ★ 3.7

Trusting Social is an AI Fintech pioneer that's revolutionizing credit access in emerging markets. Our mission is "Advancing AI to Meet the Financial Needs of Everyday Consumers with Empathy." We've assessed over 1 billion consumers across four countries, and we're on a mission to provide 100 million credit lines using the power of AI and Big Data.

We are hiring a specialist to run and continuously improve Sophia, a virtual AI-driven sales agent that manages outbound and inbound sales conversations at scale. This role owns the day-to-day production health, data accuracy, and performance monitoring, and drives measurable improvements in contact rate and conversion through structured execution and cross-functional coordination.

You will partner with Product, Data Science, Engineering, and Voice/Telephony teams to keep production stable and to continuously ship improvements that raise the performance baseline of our GenAI sales systems.

Why It Matters

Our GenAI sales agents are among the first to actively sell financial products in real-world banking environments where performance, reliability, and customer experience all matter.

In this role, you will turn real sales conversations and performance data into product improvements. By continuously optimizing how AI agents communicate, learn, and convert, your work will directly impact revenue, customer experience, and the evolution of AI-driven sales in fintech.

We value ownership, experimentation, and execution with opportunities to test ideas quickly, learn from data, and ship improvements continuously.

What You'll Do

• Production Reliability & Operations (Run)
• Own day-to-day operational health of Sophia in production (outbound & inbound calling).
• Monitor system and campaign performance, detect anomalies, and coordinate resolution with Engineering/Telephony teams.
• Ensure data accuracy and integrity for key reporting metrics and operational dashboards.
• Maintain operational readiness: runbooks, incident notes, QA checks, release coordination (as applicable).
• Conversation & Sales Flow Optimization (Improve)
• Analyze AI and human sales call recordings to identify opportunities to improve conversation flows, product explanations, decision logic, and compliance alignment.
• Design and optimize end-to-end sales conversation flows: qualification, value proposition delivery, objection handling, closing, and next steps.
• Translate insights into clear change requests/specs and drive implementation with Product/Engineering teams.
• Funnel & Performance Analytics (Measure)
• Track and analyze funnel metrics ( lead → dial → connect → qualified → conversion), identify drop-off points, and prioritize improvements.
• Validate impact of changes through structured measurement, controlled rollouts, and experimentation where possible.
• Drive continuous optimization to improve contact rate and conversion performance.
• Product Execution & Cross-Functional Delivery (Build)
• Collaborate with internal teams and external partners to define requirements, support solution design, and contribute to roadmaps for new product/campaign use cases.
• Partner closely with Product, Data Analytics, Data Science, Engineering, Business teams to ensure smooth execution from idea → launch → iteration.
  
  

What We're Looking For

• 2-4 years of experience in product execution, product operations, product development, or similar roles in a tech-enabled environment.
• Strong analytical skills: experience working with funnels, metrics monitoring, and performance analysis.
• Proven cross-functional collaboration with engineering and data teams to deliver improvements and resolve execution issues.
• Ability to handle day-to-day operations while maintaining structured, data-driven decision-making.
• Strong ownership mindset, problem-solving ability, and clear communication.
• Experience writing requirements and supporting features from definition through rollout.
  
  

What We Offer

Join our vibrant team and enjoy:

• Competitive compensation package, including 13th-month salary and performance bonuses
• Comprehensive health care coverage for you and your dependents
• Generous leave policies, including annual leave, sick leave, and flexible work hours
• Convenient central district 1 office location, next to a future metro station
• Onsite lunch with multiple options, including vegetarian
• Grab for work allowance and fully equipped workstations
• Fun and engaging team building activities, sponsored sports clubs, and happy hour every Thursday
• Unlimited free coffee, tea, snacks, and fruit to keep you energized
• An opportunity to make a social impact by helping to democratize credit access in emerging markets
  
  

At Trusting Social, we live by ownership, integrity, and agility in execution. We believe in doing what's right, what's best, and what's innovative. If you're smart, driven, and want to make a difference in the world with the most advanced and fascinating technology, we invite you to be part of our rockstar team!

For more information about us, please visit our website: https://www.youtube.com/watch?v=inAEDGvOcL8&t=29s