U-Haul is looking for an AI Customer Service Engineer to improve, test, and maintain AI tools that drive customer service efficiency, such as the Emailbot and other automation projects. This role bridges technology and operations, supports Team Leaders, and drives innovation to enhance the overall customer experience.
What You'll Do
- Lead and coordinate with Team Leaders (Disputes, Email CS, Process Improvement) to resolve escalations, monitor KPIs, and ensure team adherence to changing policies and automations.
- Review AI-generated responses, detect and correct logical errors, and refine prompts to optimize accuracy, tone, and efficiency.
- Develop, iterate, and maintain customer service automations in Python, including bug fixes, quality control, and deployment.
- Design and launch new AI-driven workflows or tools aimed at reducing refunds, improving NPS, and increasing operational scalability.
- Adapt policies and procedures based on live data to align with short-term profit goals and long-term customer experiences.
- Create prototypes and test new customer service procedures or response flows, measuring impact on refund rates, dispute rates, and customer satisfaction.
What We're Looking For
- Technically skilled professional with demonstrable experience in AI development and automation.
- Proficiency in Python is required (self-study experience is also welcome).
- Resourceful person with practical experience in maintaining and improving AI systems used in operational environments.
- Strategic problem solver who can identify inefficiencies, automate processes, and deliver measurable results across various customer service functions.
- Experience collaborating with team leaders to ensure smooth coordination between technology and daily operations.
- Structured, analytical mindset and willingness to take ownership of technical and operational results.
Nice to Have
- Previous experience with team support or coordination is a plus.
- Willingness to further develop leadership skills.
- Preferably residing in the Netherlands for efficient collaboration with the core management team.
Technical Stack
- Python
Team & Environment
You will join a team of 11-50 employees and collaborate with Team Leaders (Disputes, Email CS, Process Improvement) and the core management team.
Benefits & Compensation
- Monthly health allowance starting from your third month with the company.
- Annual salary increase.
- Health insurance starting from your second year with the company.
Work Mode
This role operates on a hybrid basis and is located in the Netherlands.
U-Haul is an equal opportunity employer.
