AI Operations Specialist

About Road

Road empowers companies across the EV ecosystem with the technology and services they need to grow and deliver seamless charging experiences. We provide the critical infrastructure that the EV charging ecosystem depends on. We do this through a purpose-built software platform supported by our unique expertise and world-class customer service. Road currently serves over 200.000 customers and 20% of the Dutch market and we have firmly set our sights on repeating this success internationally including France.

We exist at the intersection of cleantech and fintech and our mission is to make EV charging effortless for everyone.

The role

Road builds the software behind electric vehicle (EV) charging. Charge point operators (CPOs), the companies that own and run charging stations, run their networks on our platform, and our own brand E-Flux gives EV drivers and businesses the charge cards and app they use to charge. Our AI agents already answer a large share of these customers' questions by chat and phone:
Vera, the support agent for E-Flux drivers and business customers, agents for partner brands that offer charging under their own name, and a growing set of phone agents that answer driver helplines on behalf of CPOs on our platform. As AI Operations Specialist you make these agents resolve more questions, and resolve them well. You join the AI team in Business Operations and report to the AI Operations Lead.

This is a starter role that you grow into. In your first months you learn how EV charging, roaming and billing work and how our agents are put together. After that you take on your own focus areas, such as a topic, a process or a single agent, and see each improvement through from analysis to measured result.

We believe in fast-tracked ownership. Team members who joined resolving individual customer interactions quickly scaled within months into developing end-to-end customer solutions, directly integrating with our MCP server, proprietary APIs and core data systems.

What you'll do

• Raise the automation rate (about 40% of your time). Analyse conversations and calls, find where agents get stuck and fix it with better procedures (the step-by-step instructions an agent follows), knowledge articles and data connections. Pick up improvement requests from our support team and from automated quality checks.

• Phone and partner agents (about 25% of your time). Help roll out AI phone agents to more of our partners, work with Business Support to turn a partner's requirements into how the agent helps their customers, review calls and improve routing and instructions, test new agents before go-live, and use performance insights to improve each agent and show partners what it delivers.

• Connectors and platform (about 20% of your time). Build and maintain the data connectors and MCP tools that give agents safe, scoped access to our platform, within our security rules. Support Product Development, customers and partners who build agents on Road's MCP server.

• Quality and insights (about 15% of your time).Keep an eye on high-risk topics and agents, act on what reports and insights show, and work with the team on the customer satisfaction of AI-handled conversations.

What you bring

• Between 0 and 4 years of work experience, for example in customer support, operations, consulting or data analysis. Ideally you have a higher professional (HBO) or university degree. Experience with EV charging, energy or SaaS is a plus, not a requirement.

• You are analytical and structured: you read through conversations, spot patterns and turn a messy process into clear instructions and if-then logic.

• You are technically curious and want to learn APIs, n8n, MCP and AI tools such as Claude. You don't need to be a developer, but JSON or a workflow tool doesn't put you off.

• You think about risk: what an agent may see and do, and where a person should take over.

• You finish what you start and test before you ship.

• You speak and write English fluently, at business level. Dutch is a strong plus, but not required.

• You work from our Amsterdam office, live in or near the Randstad and have an EU work permit. If you are looking for remote or hybrid work by default, this role is probably not a fit.

What do we offer in addition to your salary

Join our mission-driven organization, leading innovation in a dynamic international and ambitious environment. Take ownership, leverage your expertise, and make a meaningful impact while advancing your career.

• 8% Pension allowance paid monthly…