Kiwi.com is a leading global travel-tech company headquartered in the Czech Republic. Our innovative algorithm enables users to find better route options and prices other search engines can’t see, daily performing billions of price checks across 95% of global flight content. Are you bold, bright and curious? Join a global business that’s still got a start-up heart.
About our Customer Support Systems team
In our Customer Support Systems team, we are focused on developing internal applications and AI-driven solutions for our Customer Support department, with the overall goal of providing the best experience to Kiwi.com customers. Working within this area, you will drive and implement enhancements in service strategies and Customer Support Operations, leveraging cutting-edge technologies and delivering products to delight our customers.
What you will do
- In this role, you will interpret customer support business processes to create accurate and efficient prompt strategies, implement complex prompts, and orchestrate Large Language Models (LLMs) via a workflow automation platform.
- You will transform business process definitions into precise LLM prompts.
- As a prompt engineering expert, you will provide support to internal teams, ensure alignment with best practices, and guide other team members in prompt engineering techniques.
- You will develop and execute test plans to ensure prompts yield the desired outcomes and refine them based on feedback.
- As part of this role, you will analyse AI and human interactions to identify areas for improvement and implement prompt adjustments accordingly.
- You will work closely with cross-functional teams, including software engineers, product managers, and customer service representatives, to align prompt strategies with business goals.
- You will contribute to the development of long-term strategies for AI-driven solutions and customer support excellence.
What you will need
- You possess hands-on experience with prompt engineering and working with Large Language Models and their orchestration, using a workflow automation platform.
- You have an understanding of business process mapping, and translating business processes into technical solutions.
- Your strong problem-solving abilities and data-driven analytical skills allow you to troubleshoot issues, analyse processes, and evaluate the impact you and the team make through your product.
- Your innovative and agile approach fosters an environment that encourages high performance and collaboration.
- You follow the latest trends and innovations in the conversational AI field.
- You are able to work effectively in a team environment.
- You are fluent in English and have excellent communication skills.
- A knowledge of JavaScript or similar languages or experience with data integrations would be advantageous.
We offer you
- We offer a hybrid and flexible work environment. A lovely, modern office in the center of Barcelona (Passeig de Gracia) with great views and amenities.
- We also enjoy benefits, such as flexible working hours, 30 paid vacation days, sick days, private medical insurance, Employee Assistance Program, GymForLess membership, the annual subscription for El Bicing.
- Annual financial bonus based on company and individual performance.
- Flight vouchers to celebrate your kiwi anniversaries.
- Relocation package (including visa transfer support).
- Dogs are welcome in our offices.
Interested? Join us and help us make travel more accessible to all.
Kiwi.com is proud to be an equal opportunity workplace and employer. We review applications for employment without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
