Drink More Water, together we grow.

Here at waterdrop®, we make drinking more water fun, convenient and most importantly, sustainable! Discover the world of innovative and eco-friendly hydration solutions with our fruity little cubes – Microdrinks – that save up to 98% plastic compared to drinks in 500ml plastic bottles and help score one for the planet. Our centrally-located headquarters offers a vibrant environment, featuring an on-site restaurant and gym, not to mention the opportunity to connect with prospective colleagues from all over the world. With a successful online presence, 40+ stores around the world, dedicated B2B partners and over 22,000+ retail and branded stores, we can’t wait to take this journey to the next level – with you!

Join us on that journey and become part of our passionate and driven team now!

Your responsibilities at waterdrop®:

Platform ownership & strategy

• You own the Customer Success platform backlog end to end: channel strategy, routing, prioritisation, workflows, automation, reporting, and integrations.
• You map current contact flows and drivers; you identify elimination, deflection, and automation opportunities.
• You define the target-state support architecture (AI chat, email orchestration, telephony IVR flows & escalations, knowledge systems, etc.) together with the Global Head of CX and the Tech & Product teams.

AI/Automation and prompt engineering

• You design, implement, and continuously improve AI-powered flows (LLM chat, intent detection, summarisation, auto-responses, knowledge retrieval).
• You build and maintain prompts, tools, and guardrails; apply retrieval-augmented generation (RAG), function/tool calling, and prompt chaining.
• You establish containment/fallback logic: confident AI resolutions vs. human routing for complex or sensitive cases.
• You create evaluation metrics (win-rate, accuracy, groundedness, hallucination rate, latency, cost) and iterate based on performance.
• You partner with the Global Head of CX to define what “great” looks like, translating CX & CS principles into scalable, technical capabilities.

Data, insights & reporting

• You collaborate with the Global Head of CX & Data/Business Analysts to define and implement metrics and dashboards (CSAT/NPS, FCR, AI containment, deflection rate, AHT, time-to-first-response, cost-to-serve, quality scores).
• You run experiments to reduce top contact drivers and increase efficiency, quantifying impact and ROI of each initiative.

What makes your a great fit:

• You have 3+ years of experience as Product Owner, Product Manager, Data/Business Analyst or CX|CS Platform Owner (Zendesk, Genesys, AmazonConnect, Kustomer, Intercom, or similar).
• You bring an analytical and process-oriented mindset; you thrive on optimization and iteration.
• You have a strong awareness of AI and automation trends, with a passion for building smart workflows.
• You have experience with customer service tools such as Zendesk, Intercom, Salesforce Service Cloud, Aircall or Twilio is a plus.
• You possess strong communication skills and ability to work autonomously across teams.

What we offer you:

• A high-achieving, international community of waterdrop colleagues.
• We offer a hybrid working model with a mix of office and remote days.
• Development opportunities in one of the fastest-growing e-commerce companies in Europe.
• Discount on your waterdrop purchases.
• Legendary summer and Christmas parties!
• This job role is based in Brno, Czech Republic.

The minimum salary for this position is EUR 50.000 gross per year on a full-time basis. Depending on your qualifications, there is the willingness for overpayment.

We work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool because creating value through diversity is what makes us strong as a business and enables us to solve important problems and deliver added value. We encourage an inclusive culture where people can be themselves, are valued for their strengths and are empowered to be the best they can be.

Wanna Drop in? Send your application documents through our online application system. We are looking forward to reading from you soon!