Customer Experience Chatroom Operator

Summary

Join Drips as a remote Customer Experience Chatroom Operator and play a vital role in ensuring seamless customer interactions through our AI-driven SMS platform. This full-time position involves handling sensitive conversations, auditing chat data, training new hires, and supporting client UAT. You'll interpret and respond to consumer messages, ensuring optimal customer experience and contributing to AI model improvement. The role requires strong attention to detail, excellent communication skills, and the ability to handle sensitive information. Flexible scheduling within 8 AM – 12 AM EST is offered. Competitive salary is provided based on experience.

Requirements

• 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
• Access to a stable and secure private internet connection (company computer provided)

Responsibilities

• Review and respond to inbound text messages using pre-set canned responses
• Enhance canned responses to add context and a human touch
• 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

Preferred Qualifications

Experience with auditing and training is a plus

Benefits

• 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