Global CX Ops & AI Enablement Coordinator

At Too Good To Go, we dream of a planet with no food waste.

Imagine if there was something we could all change today that would reduce global warming by 10%. That’s how much food waste contributes to the climate crisis. 

We are on a mission to change that - are you with us? Our app connecting businesses with unsold food, and consumers willing to buy at a discounted rate has grown since 2016 to become the biggest in Europe, with over 120 Million users, and more than 453 million meals saved.

We’re proud of what we’ve achieved so far, but we are just at the start of our journey.

We’re looking for an exceptional CX Ops & AI Enablement Coordinator to join our Global Customer Experience Team.

Your mission:

As a  CX Ops & AI Enablement Coordinator in the Global CX Team, you will play a pivotal role in operationalizing AI within CX, supporting the rollout, testing, and continuous improvement of our AI agent while ensuring our CX platform runs smoothly. This hybrid role blends hands-on platform support with coordination and collaboration across AI, Tech, Product and CX teams. You'll help shape how AI tools are integrated into daily workflows and contribute directly to smarter, more efficient customer service operations.

Your role:

Your main focus: AI Support & Project Coordination

• Conduct configuration updates to support the roll-out of AI on all case scenarios and languages (both on email and chat)
• Act as liaison with our AI partner, coordinating input, feedback, and iteration loops.
• Participate in AI agent testing cycles, including prompt tuning, flow validation, and edge case handling.
• Contribute to prompt design and escalation logic from an operational user perspective.
• Support the tracking and interpretation of AI performance metrics (e.g., deflection rate, resolution accuracy).
• Document AI flows, fallback rules, and escalation protocols to ensure team alignment.
• Partner with Training, QA, and Ops to enable adoption and comprehension of AI tooling and updates.
• Gather CX team feedback on AI usability, performance, and quality—translate it into actionable insights.

Daily Operations Support (Post-Migration & CSP Interface)

• Own minor administrative tasks and configuration work within the CX platform (e.g., user management, routing logic, SLAs).
• Respond to internal support requests from Team Leads (ad hoc troubleshooting).
• Monitor daily system performance and platform health.
• Triage, troubleshoot, and escalate technical issues to CSP vendors or internal Tech teams as appropriate.
• Support the setup and rollout of new features, markets, or services in collaboration with CX and Product.
• Conduct audits of workflows, macros, and integrations to ensure quality and efficiency.
• Maintain up-to-date documentation of platform configurations and operational procedures.
• Own day-to-day coordination with Zendesk Operational contacts

Cross-Functional Collaboration

• Coordinate platform enhancements with internal Product & Tech teams to reflect CX operational requirements.
• Collaborate with Quality, Training, and TLs to ensure changes are communicated, understood, and adopted.

Reporting & Continuous Improvement

• Monitor and report on the post-migration platform health, including automation success and ticket volumes.
• Analyze AI usage and operational data to suggest process improvements.

Requirements:

Core Experience

• Proven experience in CX operations and working with customer service platforms (Zendesk, Salesforce Service Cloud, or similar)
• Exposure to AI/chatbot implementations or digital transformation projects

Technical Platform & AI Management:

• Admin-level experience with CX platforms (user management, workflows)
• Hands-on experience testing and optimizing AI chatbots 
• Basic understanding of platform integrations and APIs
• Technical issue triage and escalation

Project Coordination:

• Supports project processes (sprint planning, standups, retrospectives)
• Coordinates user acceptance testing (UAT) for new features/rollouts
• Tracks project timelines and dependencies using (Asana)

Operational Execution

• Creates and maintains SOPs and knowledge base articles
• Generates basic performance reports and dashboards
• Manages small-to-medium change requests and configurations

Soft Skills & Qualifications

• Excellent written and verbal communication in English
• Strong problem-solving and analytical thinkingAbility to translate technical concepts for non-technical audiences
• Detail-oriented with strong organizational skills
• Adaptable to fast-paced, evolving environments

Personal Attributes

• Team player with proactive self-starter with learning mindset 
• Passion for technology and AI innovation in CX
• Comfortable working with cross-functional teams

Our Values:

• We win together
• We raise the bar
• We keep it simple
• We build a legacy
• We care: 

 What we offer:

• A rare opportunity to work in a social impact company (and certified B Corporation!) where you get to wake up every day knowing you’re achieving positive change.
• The experience of being part of an international company with 1350+ enthusiastic and highly talented teammates across 19 countries – always ready to share knowledge and support!
• Strong personal as well as professional development in an intense and high-growth scale-up environment.
• An open company culture where you have the independence and room to unleash your creativity.
• A strong team culture where successes are celebrated together.

How to apply

• We are passionate about recruitment and grateful for your interest! Please carefully read everything written above and check out our website and international media to get a good overview of Too Good To Go. 
• Submit your Resume and Cover letter in English. 

• Please note that we only accept applications coming through our platform. Resumes and/or Cover Letters will not be accepted by email or LinkedIn direct messaging.

Too Good To Go is an equal opportunity employer

Job Ref - #LI-CR1

A Movement for Everyone
We want to inspire and empower everyone to fight food waste together. With that mission, it’s only natural that we want to build a diverse and inclusive team of highly capable individuals who are passionate about doing things in a better way. We strongly believe we all excel and are more creative when we’re allowed to be ourselves, and we’re committed to a culture where all of us belong.
We are an equal opportunity employer and all employment is decided on the basis of qualifications, merit and business need. If you need reasonable accommodation at any point in the application or interview process, please let us know.