AI Customer Experience & Operations Specialist

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!

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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!