Help JouwWeb support more than 350,000 small business owners today, and build an operation that can serve one million customers by 2030 without letting the experience suffer. We handle around 20k customer contacts a month across 11 languages and a wide range of time zones, our customers work from around the globe. Around half our tickets arrive by email, and volumes peak seasonally. Excellent support is part of what we promise our customers. We invest in it, and it’s one of the things behind our 4.5 Trustpilot score. As we grow, you’ll help us keep that promise by making AI and people work well together.

Your first big project is bringing Webby, our AI assistant built on Zendesk’s Advanced AI, to email. Customers there may write at length, raise several issues at once or contact us when they’re already frustrated. You’ll work on how Webby understands and resolves their questions, and design a clear handover to a person when that’s the better experience.

Email is the first step. Over time, you’ll shape what AI should handle, what our team should handle, and how the two work together. That includes AI that supports the team in its own work. Our AI Hybrid strategy is a top company priority for our management team for the coming years. This is a hands-on role: you’ll help set the direction and build what we put into practice. You’ll report to our Head of Customer Success, collaborate with the support team and Product, and will work with other members of leadership.