AI Support Delivery Manager: Customer Care

Навыки

• Чат-боты
• Коммуникация
• Решения на данных
• EdTech
• Обучаемость
• LLM
• Ответственность за результат

О компании и продукте

• Care to change the world - We are passionate about our work and care deeply about its impact to be life changing.
• We do it for learners - For both Preply and tutors, learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.
• Keep perfecting - To create an outstanding customer experience, we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.
• Now is the time - In a fast-paced world, it matters how quickly we act. Now is the time to make great things happen.

Задачи

• Own the end-to-end performance of Preply's customer-facing AI agents/chatbot: resolution rate, deflection, and most importantly the quality and CX of every AI conversation
• Lead and develop a multi-disciplinary team across the four pillars of AI agent performance: AI Operations, Knowledge Management, Conversation Design, and Support Automation: setting direction, coaching, and unifying them around a shared roadmap
• Drive the day-to-day performance loop: track AI quality, tune behavior, prioritize fixes, and drive continuous iteration
• Making small improvements compound into meaningful gains
• Treat the AI Agent as a product: own its roadmap, its quality standards, and its evolution
• not as a tool to monitor, but as a teammate to manage and improve
• Drive the short-term performance improvement of the Customer Care chatbot across every lever that matters: knowledge quality and coverage, conversation design and tone, intent recognition, flow logic, guardrails, handoff design, and the workflows the AI can execute
• Define and own the AI agents roadmap, prioritizing use cases beyond reactive support — including proactive AI agents for tutor and learner journeys built on Intercom FinAI and adjacent platforms
• Through your team, ensure the AI Agent has the right inputs to succeed: accurate and well-structured knowledge content, well-designed conversation flows that match Preply's brand voice, and backend workflows that let the AI take action, not just respond
• Define safety boundaries, escalation rules, and quality standards for every AI agent, making sure AI handoffs to humans happen at the right moment, for the right reasons
• Stay ahead of the curve on conversational AI platforms and capabilities (Intercom FinAI, LLM-based agents, agentic frameworks, RAG, tool use), evaluating what is worth adopting and what is hype, and owning build vs. buy decisions
• Own AI performance reporting end-to-end: resolution rate, deflection, CSAT on AI conversations, containment, and the operational KPIs that link AI quality to Customer Care outcomes
• Collaborate closely with the Human Support function so AI and human support operate as one seamless experience for customers
• WE POWER PEOPLE’S PROGRESS
• At Preply, we’re all about creating life-changing learning experiences
• As AI Support Delivery Manager (Customer Care), you will lead this team end-to-end, the equivalent of an AI Operations Lead with full ownership of the function
• You will report directly to the Director of Customer Care and manage AI Operations / Automation Specialists, AI Content Knowledge Managers, and also get direct support and coverage from the Customer Care product, engineering, and design teams
• This is a player-coach role
• You will roll up your sleeves to analyze AI performance, refine content, and debug handoffs, while also coaching the team through an entirely new way of working
• You will treat the AI Agent/Chatbot as a teammate to manage and a product to improve, not just a tool to monitor
• Over time, you will expand into more proactive AI agents/chatbot (built on Intercom FinAI and similar platforms) for use cases beyond reactive support

Требования

• 5+ years of experience implementing or managing AI / conversational AI / chatbot products in a customer-facing context, with at least 2 years leading a team
• Deep, hands-on experience with conversational AI platforms, ideally Intercom Fin / FinAI, but also relevant: Ada, Forethought, Decagon, Sierra, or equivalent LLM-based agent platforms
• Proven track record improving AI chatbot performance across the full stack of levers: knowledge content, conversation design, intent and flow logic, guardrails, handoff design, and backend actions / workflows
• Strong understanding of how modern AI agents work under the hood, LLMs, retrieval-augmented generation, tool / function calling, agentic workflows, enough to challenge vendors and make sound build vs. buy decisions
• Demonstrated ability to balance the technical and the customer-experience side of AI: you care about resolution rate, but you care equally about how the AI sounds, how it handles ambiguity, and how it makes the customer feel
• Player-coach mindset, comfortable rolling up your sleeves to analyse performance, refine content, and debug handoffs, while also coaching and developing the people doing that work
• Experience working in a customer support, contact centre, or customer experience environment, you understand support operations, KPIs (CSAT, AHT, deflection, resolution), and how AI changes them
• Strong people management skills with experience leading multi-disciplinary teams (knowledge specialists, designers, technical implementers, AI ops)
• Excellent stakeholder management and cross-functional communication skills \u2014 comfortable operating as the connective tissue between Product, Engineering, Data, Design, CX policy, and business teams, and explaining AI capabilities and limitations to non-technical audiences
• Data-driven mindset with strong analytical skills
• comfort building dashboards, reading conversation analytics, and turning patterns into action
• Builder's mentality, energised by a fast-moving space, comfortable with ambiguity, and motivated by the chance to shape AI at the heart of a 50M+ user platform
• Your immediate focus is to elevate the Customer Care chatbot, improving resolution and deflection, but above all the quality and customer experience of every AI interaction
• Hands-on configuration experience with Intercom Fin or Intercom's AI agent / workflow tooling

Будет плюсом

• Background in conversation design, UX writing, or knowledge management for AI products
• Experience launching proactive AI use cases (outbound messaging, in-product AI assistants, lifecycle AI agents), not just reactive support bots
• Familiarity with AI evaluation frameworks, prompt engineering, and quality scoring methodologies for conversational AI
• Experience in marketplace, EdTech, or subscription-based businesses

Условия

• An open, collaborative, dynamic and diverse culture
• A generous monthly allowance for lessons on Preply.com http://preply.com, Learning & Development budget and time off for your self-development
• A competitive financial package with equity, leave allowance and health insurance
• Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub
• Access to free mental health support platforms
• Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health
• The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!)
• We’ve just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human-led, AI-enhanced learning
• Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we’re only getting started
• As a category-defining company, we’re shaping what the future of learning looks like at global scale
• Every Preply lesson sparks change, fuels ambition, and drives progress that matters
• Joining Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day
• MEET THE TEAM!
• AI is no longer a side customer support channel at Preply, it is one of the main ones

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