About this role
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
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Audit AI conversations daily for accuracy, tone, and decision quality.
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Investigate escalations to identify root causes, procedural gaps, and model errors.
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Track CSAT, QA, and automation rates to address performance regressions.
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AI Workflows & Knowledge Base Ownership
Maintain AI operational procedures, validating updates against conversation data.
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Curate FAQs and knowledge base content to align human agents, AI, and customers.
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Collect team feedback and translate issues into prioritized Jira tasks.
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Use GenAI tools (e.g., Claude) to automate internal workflows like reporting and QA.
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Communicate AI updates and workflow changes across the CX team.
Daily CX Operations Support
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Oversee customer service and escalations on marketplaces like Amazon.
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Provide subject-matter expertise and support to frontline CX agents.
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Back up Process Specialists and Team Leads during peak times or absences.
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Assist in training and onboarding new team members.
What do you need to have?
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Proven background in Customer Experience, Customer Support, Product Operations, QA Testing, or Business Analysis.
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Exceptional judgment regarding what constitutes an accurate, helpful, and on-brand customer response.
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Strong analytical and detail-oriented problem-solving skills with a drive to understand root causes.
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Hands-on experience with modern AI tools (e.g., Claude, ChatGPT) and a desire to automate workflows.
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Familiarity with helpdesk solutions (e.g., Kustomer), Jira, and Confluence.
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A passion for process improvement, quality assurance testing, and agile project coordination.
What will you get?
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25 days of vacation.
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Multisport card with employer contribution.
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Meal tickets / catering allowance after probation period.
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Sick days.
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Occasional work from home.
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Corporate events.
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Dog-friendly office.
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Discount on company products / services.
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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!