{"id":2910282,"url":"https://alion.io/job/waterdrop-customer-experience-ai-operations-specialist","title":"Customer Experience AI & Operations Specialist","company":{"id":4401895,"name":"Waterdrop","domain":"shuidihuzhu.com","url":"https://alion.io/company/waterdrop-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brno, Czech Republic"],"countries":["CZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":22000,"max_usd":55000,"period":"year","method":"role_country_seniority_unknown","sample_n":27},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Confluence","optional":false},{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-10-20T07:33:43Z","employer_posted_date":null,"last_verified_at":"2026-10-20T07:33:43Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"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%).\n\nWhat will you do?\n\nAI Quality & Performance Monitoring\n\nAudit AI conversations daily for accuracy, tone, and decision quality.\n\nInvestigate escalations to identify root causes, procedural gaps, and model errors.\n\nTrack CSAT, QA, and automation rates to address performance regressions.\n\nAI Workflows & Knowledge Base Ownership\n\nMaintain AI operational procedures, validating updates against conversation data.\n\nCurate FAQs and knowledge base content to align human agents, AI, and customers.\n\nCollect team feedback and translate issues into prioritized Jira tasks.\n\nUse GenAI tools (e.g., Claude) to automate internal workflows like reporting and QA.\n\nCommunicate AI updates and workflow changes across the CX team.\n\nDaily CX Operations Support\n\nOversee customer service and escalations on marketplaces like Amazon.\n\nProvide subject-matter expertise and support to frontline CX agents.\n\nBack up Process Specialists and Team Leads during peak times or absences.\n\nAssist in training and onboarding new team members.\n\nWhat do you need to have?\n\nProven background in Customer Experience, Customer Support, Product Operations, QA Testing, or Business Analysis.\n\nExceptional judgment regarding what constitutes an accurate, helpful, and on-brand customer response.\n\nStrong analytical and detail-oriented problem-solving skills with a drive to understand root causes.\n\nHands-on experience with modern AI tools (e.g., Claude, ChatGPT) and a desire to automate workflows.\n\nFamiliarity with helpdesk solutions (e.g., Kustomer), Jira, and Confluence.\n\nA passion for process improvement, quality assurance testing, and agile project coordination.\n\nWhat will you get?\n\n25 days of vacation.\n\nMultisport card with employer contribution.\n\nMeal tickets / catering allowance after probation period.\n\nSick days.\n\nOccasional work from home.\n\nCorporate events.\n\nDog-friendly office.\n\nDiscount on company products / services.\n\nNotebook.\n\nWe are looking forward to hearing from you!","description_format":"text","description_chars":2325,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-20T09:16:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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