Customer Experience AI & 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!

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!