The opportunity 

As a Bot/AI Specialist for the Customer Experience Operations Team, you will play a crucial role in enhancing customer service efficiency and satisfaction through the design, implementation, and optimization of AI-driven solutions. You will be responsible for developing and maintaining chatbots, virtual assistants, and other automated systems that facilitate seamless customer interactions.

Your responsibilities 

• Design, develop, and implement AI-driven solutions, including chatbots and virtual assistants, to enhance customer service capabilities.
• Collaborate with cross-functional teams to understand business requirements and translate them into effective bot functionalities.
• Integrate AI solutions with existing customer service platforms and tools.
• Manage the deployment and testing of bots to ensure a smooth and efficient customer experience.
• Analyze customer interactions with bots to identify areas for improvement.
• Continuously optimize and refine bot algorithms based on user feedback, performance metrics, and evolving business needs.
• Provide training and support to customer service agents on effectively utilizing AI tools.
• Create comprehensive documentation for both internal teams and end-users.
• Work closely with Tech and Product, the Knowledge team to align AI solutions with broader organizational goals.
• Collaborate with stakeholders to identify new opportunities for AI integration.
• Monitor the performance of AI systems, identifying and resolving issues in a timely manner

What you need to succeed 

• Hands-on experience in developing and deploying chatbots and virtual assistants
• Familiarity with natural language processing (NLP), AI technologies and machine learning
• Excellent problem-solving and analytical abilities to analyze customer interactions with bots, identify areas for improvement
• Effective communication skills in English (German is requisite) and the ability to collaborate with various teams such as cross-functional teams
• Understanding of customer service processes and a customer-centric mindset.
• Experience working in Customer Service function in a similar environment
• Knowledge of industry best practices in AI and customer service.
• Demonstrate a willingness to continuously learn and adapt to new tools, techniques, and industry best practices in AI and customer service.

Our offer to you 

• We’re working in hybrid mode offering you flexibility to work onsite and from home
• WorkOUT Life Balance: 30 days paid vacation per year, 2 extra days for volunteering at a cause of your choiceflexible working hours, free access to our Employee Assistance Program, plus up to 3 months of remote working from anywhere in the EU, desk swap policy allowing additional remote working time from our other European offices
• Regular team events and other initiatives helping employees to stay productive, healthy and engaged during hybrid mode
• Personal development perks including an annual budget for books and online trainings, regular internal trainings, German and English language classes
• A free Urban Sports Club L Pro Membership

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).