Customer Experience AI – Operations Specialist

waterdrop®

. Audit AI conversations daily for accuracy, tone, and decision quality .

Posted 10/20/2026full-timeCzechiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in auditing AI conversations for accuracy and tone, while leveraging modern AI tools like Claude and ChatGPT to enhance customer experience and operational efficiency. Strong analytical skills support root cause analysis and process improvement initiatives.

Highest-signal resume keywords

Customer ExperienceQA TestingAnalytical Problem-SolvingAI Tools ProficiencyProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Audit AI ConversationsRoot Cause AnalysisQuality Assurance TestingPerformance TrackingContent Curation

Soft Skills

Exceptional JudgmentDetail-OrientedCommunication SkillsTeam Collaboration

Tools & Technologies

ClaudeChatGPTJiraConfluenceKustomer

Industry Keywords

Customer SupportProduct OperationsAgile Project CoordinationEscalation Management

About the role

Key responsibilities & impact

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
Maintain AI operational procedures and validate updates against conversation data
Curate FAQs and knowledge base content for human agents, AI, and customers
Collect team feedback and translate issues into prioritized Jira tasks
Use GenAI tools such as Claude to automate reporting and QA workflows
Communicate AI updates and workflow changes across the CX team
Oversee customer service and escalations on marketplaces such as 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

Requirements

What you’ll need

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

Benefits

Comp & perks

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
On-site restaurant
Gym