Customer Experience Engineer

We are looking for a Customer Experience Engineer to help us scale Customer Experience through automation, systems, and operational improvements. Right now, we have AI implemented as first level for all requests and we have a human team that takes care of all escalations. We are looking for someone able to look into our operations and evaluate everything and anything that can possibly become an automation/AI and IMPLEMENT it by themselves with no support of anyone from our tech team. You understand the problem and build the solution.

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, and returning responses.

• Optimize resolution for our 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, freeing people up to handle actual exceptions.

• Scale resolution without scaling headcount.

Who we are looking for

Requirements:

• Hands-on experience in CX/customer service operations — you've lived the day-to-day and know where it hurts.

• Technical ability to build automations: n8n, Zapier, Make, or similar tools.

• Familiarity with APIs, webhooks, and system integrations. You don't need to be a dev, but you need to know how to connect things.

• Experience with customer service platforms (Hubspot, Salesforce, Wati, Vapi and others).

• Basic SQL to pull data, analyze patterns, and measure results.

• Ownership mentality: you see the problem, propose a solution, and implement it. No waiting for approval at every step.

• Real-world, daily use of AI: Claude, GPT, Copilot, whatever. If you aren't using AI to solve problems today, this role isn't for you.

DRAIVER is an industry-leading self-learning logistics platform that enables vehicle movement planning, coordination, and execution. We streamline management by connecting businesses to transport services and independent contract drivers, simplifying employment with quick and direct access to jobs and drivers, GPS routing and tracking, as well as providing digital documentation and payment options. Our all-in-one application provides you with the tools to better drive your business.