Are you passionate about artificial intelligence and eager to shape the future of exceptional customer experience? Waterdrop is looking for a driven AI Customer Experience & Operations Specialist to bridge cutting-edge AI technologies with real-world CX operations. This role combines an AI oversight & development (70%) and CX Operations & Team Empowerment (30%). What will you do? AI Quality & Performance Monitoring - Audit AI conversations daily for accuracy, tone, and decision quality. - Investigate escalations to identify root causes, procedural gaps, and model errors. - Track CSAT, QA, and automation rates to address performance regressions. - AI Workflows & Knowledge Base Ownership Maintain AI operational procedures, validating updates against conversation data. - Curate FAQs and knowledge base content to align human agents, AI, and customers. - Collect team feedback and translate issues into prioritized Jira tasks. - Use GenAI tools (e.g., Claude) to automate internal workflows like reporting and QA. - Communicate AI updates and workflow changes across the CX team. Daily CX Operations Support - Oversee customer service and escalations on marketplaces like Amazon. - Provide subject-matter expertise and support to frontline CX agents. - Back up Process Specialists and Team Leads during peak times or absences. - Assist in training and onboarding new team members. What do you need to have? - Proven background in Customer Experience, Customer Support, Product Operations, QA Testing, or Business Analysis. - Exceptional judgment regarding what constitutes an accurate, helpful, and on-brand customer response. - Strong analytical and detail-oriented problem-solving skills with a drive to understand root causes. - Hands-on experience with modern AI tools (e.g., Claude, ChatGPT) and a desire to automate workflows. - Familiarity with helpdesk solutions (e.g., Kustomer), Jira, and Confluence. - A passion for process improvement, quality assurance testing, and agile project coordination. What will you get? - 25 days of vacation. - Multisport card with employer contribution. - Meal tickets / catering allowance after probation period. - Sick days. - Occasional work from home. - Corporate events. - Dog-friendly office. - Discount on company products / services. - Notebook. We are looking forward to hearing from you! Drink More Water, together we grow. Here at waterdrop®, we make drinking more water fun, convenient and most importantly, sustainable! Discover the world of innovative and eco-friendly hydration solutions with our fruity little cubes – Microdrinks – that save up to 98% plastic compared to drinks in 500ml plastic bottles and help score one for the planet. Our centrally-located headquarters offers a vibrant environment, featuring an on-site restaurant and gym, not to mention the opportunity to connect with prospective colleagues from all over the world. With a successful online presence, 60+ stores around the world, dedicated B2B partners and over 22,000+ retail and branded stores, we can’t wait to take this journey to the next level – with you!
Summary
Audits AI conversations for accuracy, tone, and decision quality; maintains AI workflows and knowledge base; and supports daily CX operations, escalations, and agent training. Requires proven CX, support, operations, QA, or analysis background, strong problem-solving, hands-on AI tools, and familiarity with helpdesk solutions, Jira, and Confluence.
Responsibilities
Audit AI conversations daily; investigate escalations; track CSAT, QA, and automation rates; maintain AI workflows and knowledge base; curate FAQs; collect team feedback into Jira tasks; automate workflows with GenAI; communicate AI updates; oversee marketplace customer service and escalations; support frontline agents; back up specialists and leads; assist training and onboarding.
Qualifications
Proven background in Customer Experience, Customer Support, Product Operations, QA Testing, or Business Analysis; exceptional judgment on accurate, helpful, on-brand responses; strong analytical and detail-oriented problem-solving skills; hands-on experience with modern AI tools; familiarity with helpdesk solutions, Jira, and Confluence; passion for process improvement, quality assurance testing, and agile project coordination.
Benefits
25 days of vacation; Multisport card with employer contribution; meal tickets/catering allowance after probation; sick days; occasional work from home; corporate events; dog-friendly office; discount on company products/services; notebook.