CX AI & Operations Specialist

Your role

At JouwWeb (internationally known as Webador), we help more than 350,000 small business owners build a website or webshop they can be proud of. Our AI assistant, Webby, already resolves more than half of its incoming questions independently on its current channel.

Our next big step is bringing Webby to email, then improving what it can do, how reliably it works, and when it should hand a conversation over to a person. As our CX AI & Operations Specialist, you’ll take over this work and turn support data and customer conversations into practical improvements. You’ll build and refine AI and Zendesk workflows, measure their impact, and work with the support team. The role combines planning with hands-on implementation.

What you'll work on

You’ll work across three connected areas: shaping our CX and AI strategy, improving support operations with AI, and strengthening our knowledge base.

CX & AI Strategy

• Develop a clear roadmap for improving our support operation and AI capabilities

• Monitor AI quality and customer satisfaction, and investigate where things go wrong

• Set up dashboards and measurements that help us understand what's actually happening

• Work with our support team to turn customer feedback into better processes and automation

• Work with Product when support conversations reveal recurring product problems

AI Support Operations

• Improve Webby’s email support and help expand AI support to more customer conversations over time

• Analyse customer conversations and support data to find opportunities for better automation

• Design and improve Webby's workflows, instructions, guardrails and escalation logic

• Build and improve automation, routing and workflows in Zendesk

Knowledge Management

• Improve our help centre so customers and Webby can find the right information more easily. Support specialists write the articles; you’ll improve the structure, systems and priorities behind them.

• Measure how customers and Webby use our knowledge base, assess whether its content is effective, and identify improvements.

• Keep our internal knowledge consistent and help document the procedures the team relies on.

What we're looking for

You’re curious, practical and comfortable improving complex systems. You can move from understanding a problem to building and measuring a solution, and you’re happy to work across AI, support operations and knowledge management.

Experience with Zendesk, support operations, conversational AI, automation or knowledge management is useful. You don’t need to have held this exact role before, but you should be able to show how you’ve learned a complex system and made it work better.

What matters most is that you:

• Take ownership and don't wait for someone else to tell you what needs fixing

• Turn messy problems into clear, workable solutions

• Enjoy working with both data and systems

• Understand customer experience and can think about what makes an AI interaction genuinely useful

• Move comfortably between planning and hands-on implementation

• Can explain your ideas clearly and challenge assumptions when you think there's a better way

Why JouwWeb?

You'll have a lot of freedom to shape this role.

We're a compact, bootstrapped SaaS company with more than 350,000 customers worldwide, and we're aiming for 1 million by 2030. We deliberately keep the team small, which means your work can have a very visible impact.

We like to keep things simple. We work data-driven, test ideas, communicate largely asynchronously and avoid unnecessary meetings. You get the autonomy and focus to work on things that actually matter.

You'll also get:

• A competitive salary, depending on experience

• A personal development budget of 5% of your annual salary

• A solid pension plan with no personal contribution

• Hybrid working from our office at Strijp-S in Eindhoven or wherever you work best

• A professional, informal environment with lots of autonomy

• Team activities, bonuses and other extras when we hit our goals

Interested?

If you're excited about making customer support genuinely better with AI, and you like the idea of owning both the strategy and the actual work, we'd love to hear from you.

You don't need to tick every box. We're looking for someone with strong relevant experience, good judgement and the ability to grow into the full scope of the role.

Apply now.