Ai Customer Service Engineer for Automation and Optimization

Your Role
As our AI Customer Service Engineer you’ll play a key role in improving, testing, and maintaining the AI tools that power customer service efficiency, including our Email Bot and other automation projects. You’ll bridge technology and operations, ensuring our Customer Service Team Leaders are supported while driving innovation that enhances the overall customer experience. Your contributions will directly shape how AI elevates customer interactions and operational excellence.

Role Responsibilities
- Lead and align with Team Leads (Disputes, Email CS, Process Improvement) to resolve escalations, monitor KPIs, and ensure team adherence to evolving policies and automations.
- Review AI-generated responses, identify and correct logic errors, and refine prompt systems to optimize accuracy, tone, and efficiency.
- Build, iterate, and maintain customer service automations in Python, including bug fixes, QA, and deployment.
- Design and launch new ai-driven workflows or tools designed to reduce refunds, improve nps, or increase operational scalability.
- Adjust policies and procedures based on live data to align with short-term profitability targets and long-term experience goals.
- Prototype and test new CS procedures or response flows, measuring impact on refund rates, dispute rates, and customer satisfaction.


Who We’re Looking For
- A technically skilled professional with proven experience in AI development and automation; proficiency in Python is required (self-taught experience is equally valued).
- A resourceful individual with practical experience in maintaining and improving AI systems used in operational settings.
- A strategic problem-solver who can identify inefficiencies, automate processes, and drive measurable results across multiple customer service function
- Experienced in collaborating with team leads to ensure smooth coordination between technology and day-to-day operations.
- Brings a structured, problem-solving mindset and a willingness to take ownership of technical and operational outcomes.
- Prior exposure to team support or coordination is a plus, as is an eagerness to learn leadership principles.

Role type: Independent contractor
Work model: Fully flexible working hours / Hybrid – at least 1 day per week in-office if you're based in the Netherlands, remote the rest
Time tracking: Hubstaff time tracker

Compensation package:
- Hourly pay + performance incentives
- Monthly health stipend on your 3rd month with the company
- Annual salary increment
- Health insurance coverage in your 2nd year with the company