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!