Doctolib is looking for you to join us as a Senior Customer Care AI Specialist (x/f/m) at our Berlin location, starting as soon as possible.

Your Responsibilities

• Redesign workflows rather than simply automating them: You analyze the most critical Operations and Customer Success workflows, break down time-consuming processes that require limited judgment, and transform them through the use of AI agents. You set clear objectives for autonomy and quality, and continuously develop them further.
• Build and operate AI agents as products: You develop and manage agents on platforms such as Dust or Claude. Each agent is deployed to production with a defined baseline and relevant metrics such as benefit, usage, and scalability.
• Knowledge and context management: You deliberately curate the context agents need, from templates to core data. The guiding principle is quality over quantity. You ensure that knowledge sources in Confluence, Drive, or Salesforce are always up to date and well structured.
• Evaluation and quality assurance: You define quality standards and establish evaluation routines to identify and address weaknesses such as hallucinations or prompt drift at an early stage. You continuously optimize prompts through systematic user feedback and A/B testing.
• CRM and data integration: You own the interfaces between CRM systems such as Salesforce and our AI platforms. You automate data flows and work closely with IT to unlock new, valuable data sources for our agents.
• Central interface and enablement: You translate business requirements into technical solutions and bring together stakeholders from Leadership, IT, and Product. You strengthen the team’s AI fluency in the areas of context, agent management, and evaluation.
• Impact and measurement: Rather than inventing new KPIs, you make the success of AI measurable using existing metrics such as time, quality, and cost, and use these insights to guide the next steps in scaling.

Your Profile

Since production-ready AI workflows and agent technologies are still relatively new, years of market experience are rare. We therefore deliberately prioritize potential over years of experience alone. What matters to us is your ability to learn quickly, your strong product mindset, and your judgment. If you are passionate about this field and bring the necessary skills, we would be delighted to hear from you, even if your profile does not perfectly cover every single aspect.

What Really Matters to Us, Regardless of the Specific Tool:

• Learning speed and a production mindset: You have taught yourself a new technical field from scratch and built something real that people actually used. You can describe precisely what went wrong, such as hallucinations, prompt drift, outdated data, or costs, and how you solved it.
• An instinct for evaluation: You do not rely on something merely “looking good”. You define a quality bar and measure against it. For you, automation and quality go hand in hand.
• Ownership and communication: You take ownership of a problem end to end, prioritize rigorously, feel comfortable with ambiguity, and make technical topics understandable to non-technical stakeholders.
• Technical and data understanding: You can read and adapt scripts, understand APIs, webhooks, and automation tools such as Make, n8n, and Zapier, and know how CRM data, ideally Salesforce data, flows into AI systems.
• Strong communication skills: You have a confident command of English and can operate at the highest level in our international environment. German at B1 level is sufficient.

We Are Particularly Interested in:

• Expertise with agent platforms: You have practical experience with systems such as Dust, Claude, or LangChain. Since tools evolve quickly, we primarily rely on your process understanding and evaluation skills as a sustainable foundation.
• Technical depth and data fluency: You are proficient in languages such as Python or JavaScript and can confidently navigate Salesforce architectures or BI environments such as Tableau and Metabase to manage data flows effectively.
• Operations experience: You have solid experience working with scaled Customer Success or Operations teams and understand their specific dynamics.

What We Offer

• A Germany-wide public transport pass sponsored by Doctolib if you work from the office or in hybrid mode
• Company-sponsored health insurance with excellent additional benefits
• 28 days of paid vacation, plus one additional day for every full calendar year of employment, up to a maximum of 30 days
• Participation in Doctolib’s long-term employee equity program, DoctoGrowth
• The opportunity to work from abroad for up to 10 days per year
• An occupational pension scheme with an employer contribution of 40%, or 15% during the probationary period
• The Doctolib Parent Care Program, which includes one additional month of parental leave and much more
• Free mental health and coaching sessions through an external partner
• In addition to healthy snacks and a regular breakfast buffet, we offer meal vouchers
• A subsidized sports program with our partner Urban Sports Club
• For caregivers and employees with disabilities, we offer support that includes more flexible working hours, additional leave for medical reasons, and psychological support

The Interview Process

• Interview with Talent
• Hiring Manager interview
• On-site case study
• Final interview with VP
• Reference checks
• Offer

Job Details

• Permanent position
• Full-time
• Location: Berlin
• Start date: July
• Hybrid, 2 days working from home per week