Customer Experience Chatroom Operator

Job title: Customer Experience Chatroom Operator in Ohio at Drips
Company: Drips
Job description: 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 to new hires, and supporting client user acceptance testing (UAT).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's response, you and your teammates step in to interpret and respond to messages appropriately, ensuring an optimal customer experience.Example: A consumer messages, 'Cant now, werkin.' Your role is to categorize this message and select the appropriate response, such as clicking the 'I'm at work' button.Your accuracy is critical—your responses help train and improve our AI model while ensuring a positive customer interaction.Compensation & Work Schedule

• Pay: Competitive salary based on experience
• Full-time: 40 hours per week
• Shifts: This role is staffed from 8 AM – 12 AM EST (flexible scheduling within these hours)
• Location: 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 a 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 in 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!What is Drips?Drips is an AI-driven conversational SMS marketing platform and the first Conversational Texting® company of its kind. We help some of the biggest brands in the world improveengagement rates and customer interactions through automated, human-like conversations.Operating entirely remotely, Drips enables brands to connect with consumers using AI-powered conversational outreach strategies, including two-way texting, scheduled calling, and voicemail messages. Backed by proprietary natural language processing models, our platform has handled over half a billion humanized conversations, delivering automation at an unmatched scale in the messaging industry.Since our founding in 2016, Drips has grown rapidly, and we are looking for talented individuals to help drive the next phase of our success.Check us out! · Drips Website · Accel-KKR Portfolio · LinkedIn · Instagram⚠ Employment Scam AlertDrips is committed to protecting job seekers from employment scams. Please be cautious of fraudulent job offers. Drips will never request personal or financial information via email or over the phone. If you suspect a fraudulent job posting or communication, please contact us directly through our official website.
Expected salary:
Location: Ohio
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