Customer Support AI & Operations Specialist

Help JouwWeb support more than 350,000 small business owners today, and build an operation that can serve one million customers by 2030 without letting the experience suffer. We handle around 20k customer contacts a month across 11 languages and a wide range of time zones, our customers work from around the globe. Around half our tickets arrive by email, and volumes peak seasonally. Excellent support is part of what we promise our customers. We invest in it, and it’s one of the things behind our 4.5 Trustpilot score. As we grow, you’ll help us keep that promise by making AI and people work well together. Your first big project is bringing Webby, our AI assistant built on Zendesk’s Advanced AI, to email. Customers there may write at length, raise several issues at once or contact us when they’re already frustrated. You’ll work on how Webby understands and resolves their questions, and design a clear handover to a person when that’s the better experience. Email is the first step. Over time, you’ll shape what AI should handle, what our team should handle, and how the two work together. That includes AI that supports the team in its own work. Our AI Hybrid strategy is a top company priority for our management team for the coming years. This is a hands-on role: you’ll help set the direction and build what we put into practice. You’ll report to our Head of Customer Success, collaborate with the support team and Product, and will work with other members of leadership. What you’ll work on Your work will connect two areas: setting the direction for support AI and improving how support runs day to day. Support AI strategy • Build a roadmap for Support AI and operations that supports the company's growth. • Define how we measure quality and customer outcomes, and use the measurements to decide what to do next • Analyze our customer contact reasons and communications and turn those into structured feedback and data for Product. AI and support operations • Lead Webby’s rollout across our support channels and improve the resolution rate. • Design and refine Webby’s workflows, instructions, safeguards and handover to human support. • Develop Zendesk automations, routing and workflows that make support more effective and improve the customer experience. • Bring AI into the team’s own work, examples can be: localization, quality reviews and issue detection. • Strengthen our help centre and internal knowledge so customers, Webby and colleagues can find answers reliably. Support specialists write the articles; you create the structure, systems and priorities behind them. What success looks like after 12 months • Webby is live on email in our priority languages and resolves a growing share of questions reliably, while keeping customer satisfaction healthy. • When Webby hands a conversation to a person, it passes along the relevant context and informs customers of the next steps. Fewer customers need to get back in touch about the same issue. • We understand the main drivers of customer contacts and cancellations and give Product actionable data.