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? Bringing Webby to email and then continuously improving what it can do, how reliably it does it, and when it should hand a conversation over to a person. As our CX AI & Operations Specialist, you will own this transformation. You will analyse support data, design smart workflows, and build improvements yourself.

This is a hybrid role: you'll help determine where we should go, but you'll also be expected to build, configure and improve the systems that get us there. You'll work across AI, Zendesk, automation and support operations, balancing longer-term improvements with the practical work needed to keep things moving.

What you'll work on

• Bring Webby to email and help us 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

• 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

• Improve our help centre and knowledge systems so customers and AI can find the right information more easily

You won't be expected to write every help article yourself. The support specialists create the content; you'll make sure the underlying system, structure and priorities work well.

What we're looking for

We're looking for someone who is smart, curious and gets things done. You should be comfortable figuring out complex systems, taking ownership and turning ideas into working improvements.

Experience with Zendesk, support operations, conversational AI or automation is highly relevant. You don't need to have done exactly this role before, but you should have experience that shows you can understand complex systems quickly and improve them.

What matters most to us:

• You are smart, curious and learn complex systems quickly

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

• You can look at a messy problem, work out what matters and turn it into something that actually works

• You enjoy working with both data and systems

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

• You are comfortable switching between strategy and execution

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

• You like experimenting, measuring the result and improving things based on what you learn

• You don't need a lot of meetings or supervision to make progress

Experience with Zendesk, conversational AI, support operations, automation or knowledge management is a strong advantage.

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.