Are you passionate about artificial intelligence and eager to shape the future of exceptional customer experience? Waterdrop is looking for a Junior 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!
Skills Required
- Proven background in Customer Experience, Customer Support, Product Operations, QA Testing, or Business Analysis
- Strong judgment in evaluating accurate, helpful, and on-brand customer responses
- Strong analytical, detail-oriented problem-solving, and root-cause analysis skills
- Hands-on experience with modern AI tools such as Claude or ChatGPT
- Familiarity with helpdesk solutions such as Kustomer, Jira, and Confluence
- Interest in process improvement, quality assurance testing, and agile project coordination
What We Do
waterdrop® is a beverage company focused on making hydration simple, healthier, and more sustainable. It develops sugar-free Microdrink cubes made from real fruit and plant extracts, which dissolve in still or sparkling water, providing an alternative to conventional single-use plastic bottles. The company sells its products online, through waterdrop® stores, and via retail partners, while promoting reduced plastic use and everyday hydration.
