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Customer Experience Engineer
Full-time
DRAIVER is an industry-leading self-learning logistics platform that enables vehicle movement planning, coordination and execution. We're looking for a Customer Experience Engineer to help scale Customer Experience through automation, systems and operational improvements. We already have AI implemented as first level for all requests, with a human team handling escalations. We're looking for someone who can evaluate our operations and implement automation/AI by themselves, with no support from the tech team.
Key Responsibilities
Map the most frequent tickets and identify which can be resolved through automation, self-service or intelligent workflows.
Build and maintain workflows connecting conversation to action: querying data, updating records, triggering processes.
Optimize resolution for the customer service AI: tweak prompts, improve the knowledge base, and create new back-office workflows.
Work with customer service data to identify patterns, measure impact and prioritize what to automate.
Reduce unnecessary handoffs to the human team and scale resolution without scaling headcount.
Requirements
Hands-on experience in CX/customer service operations.
Technical ability to build automations with n8n, Zapier, Make or similar tools, plus familiarity with APIs and webhooks.
Experience with customer service platforms (HubSpot, Salesforce, Wati, Vapi and others) and basic SQL.
Real-world, daily use of AI tools such as Claude, GPT or Copilot to solve problems.
