Job Details

Customer Experience Chatroom Operator (Full-Time) (Remote)
About the Role:

Drips is seeking dedicated and detail-oriented individuals to join our remote team as a Customer Experience Chatroom Operator. This full-time position plays a critical role in ensuring seamless, high-quality interactions with consumers through our AI-driven conversational SMS platform. This role focuses on handling sensitive and enterprise-level conversations. Additionally, operators in this role will assist with auditing chatroom data, providing training, and supporting client demo testing.

Every day, Drips powers millions of automated, humanized conversations for our clients, but automation isn't always enough. When our AI encounters uncertainty in a consumer response, you and your teammates step in to interpret and respond to messages appropriately, ensuring an optimal customer experience.

Your accuracy is critical-your responses help train and improve our AI model while ensuring a positive customer interaction.

• Full-time: 40 hours per week
• Shifts: This role is staffed from 8 AM - 12 AM EST.
• Work from home with remote training conducted via Zoom

Key Responsibilities:

• Review and respond to inbound text messages using pre-set canned responses.
• Enhance canned responses to add context and a human touch. (Example: If a user says they're sick, you might add: "Sorry to hear that!")
• Handle enterprise-level and sensitive conversations with professionalism and discretion.
• Audit chatroom data for accuracy, compliance, and AI training improvements.
• Assist in training new chatroom operators and sharing best practices.
• Support client user acceptance testing (UAT) by evaluating and providing feedback on chat interactions.
• Balance efficiency with high-quality responses to maintain low wait times and minimize backlog.
• Maintain a high level of response quality-interactions are evaluated using a 1-4 rating scale for accuracy and effectiveness.

What We're Looking For:

• Exceptional attention to detail and commitment to accuracy.
• Strong typing skills (no 'hunt and peck' typing).
• Excellent grammar, spelling, and logical reasoning skills.
• Ability to interpret user intent when messages contain typos, slang, or ambiguous phrasing.
• Clear and professional written communication.
• Reliable and responsible for adhering to a designated schedule.
• Ability to handle and analyze sensitive customer interactions.
• Experience with auditing and training is a plus.
• Access to a stable and secure private internet connection (company computer provided).

If you're a detail-oriented, tech-savvy communicator who thrives in a fast-paced environment, we'd love to have you on our team! Apply today!