Experteer Overview
In this role, you will lead and shape Preply’s AI-powered customer care chatbot strategy, owning performance, quality, and the user experience. You’ll lead a multidisciplinary team across AI Operations, Knowledge Management, Conversation Design, and Support Automation, partnering with Product, Engineering, Design, Data, and CX teams. You’ll treat the AI agent as a product and drive ongoing improvement, including proactive AI use cases. This is a hands-on, player-coach position focused on high-impact CX and scalable AI adoption.

Compensaciones / Ventajas
• Own end-to-end performance of customer-facing AI agents/chatbot (resolution, deflection, CX)
• Lead and develop multidisciplinary team across AI Operations, Knowledge Management, Conversation Design, and Support Automation
• Drive day-to-day performance loop: track quality, tune behavior, prioritize fixes, iterate
• Treat AI Agent as a product: roadmap, quality standards, evolution
• Improve AI chatbot short-term performance across knowledge, design, intent, flow, guardrails, handoffs, and workflows
• Define and own AI agents roadmap, expanding to proactive AI use cases beyond reactive support
• Ensure AI has correct inputs: content, flows matching brand voice, and actionable backend workflows
• Collaborate with Product, Engineering, Data, Design, CX policy and business teams across the organization
• Define safety boundaries, escalation rules, and quality standards for AI handoffs to humans
• Stay ahead on conversational AI platforms (Intercom FinAI, LLMs, RAG, tool use) and evaluate build vs.



buy decisions
• Own AI performance reporting: resolution rate, deflection, CSAT, containment, and KPI alignment with outcomes
• Coordinate with Human Support to deliver a seamless AI-human support experience

Responsabilidades
• 5+ years in AI/conversational AI/chatbot roles in a customer-facing context
• 2+ years in people leadership
• Hands-on experience with conversational AI platforms (ideally Intercom Fin/FinAI) and other platforms (Ada, Forethought, Decagon, Sierra)
• Proven track record improving chatbot performance across knowledge content, conversation design, intent/flow, guardrails, handoffs, and workflows
• Strong understanding of how modern AI agents work (LLMs, retrieval-augmented generation, tool calling, agentic workflows)
• Ability to balance technical and customer-experience aspects (resolution rate and UX)
• Player-coach mindset with hands-on performance analysis and coaching
• Experience in customer support, contact center, or CX environments and relevant KPIs
• Strong stakeholder management and cross-functional communication
• Data-driven with dashboarding and ability to derive actions from analytics
• Comfort in fast-moving, ambiguous spaces and shaping AI at scale (u003c50M users)

Requisitos principales
• lesson allowance on Preply.com
• Learning u0026 Development budget
• time off for self-development
• health insurance
• relocation package to Barcelona Hub
• mental health support platforms? (explicit wording in text) - mental health support platforms available

📌 AI Agents Manager - Customer Care (Barcelona)
🏢 Preply
📍 Barcelona