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 experienceResponsabilidades
- 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