Experteer Overview In this role you will lead Preply’s customer-facing AI chatbot initiative, owning end-to-end performance and quality of AI interactions. You will manage a multi-disciplinary team across AI Operations, Knowledge Management, Conversation Design, and Support Automation, partnering with product, engineering, and CX to continuously improve the AI experience. You’ll treat the AI agent as a product, shaping its roadmap and safety standards while driving impactful improvements in resolution, deflection, and customer satisfaction. The role offers opportunities to expand into proactive AI use cases at global scale.Compensaciones / Incentivos
- Own end-to-end performance of customer-facing AI agents/chatbot (resolution rate, deflection, CX)
- Lead and develop a multi-disciplinary team across AI Operations, Knowledge Management, Conversation Design, and Support Automation
- Drive the daily performance loop: monitor quality, tune behavior, prioritize fixes, and iterate
- Treat the AI Agent as a product with roadmap, quality standards, and evolution
- Improve short-term AI chatbot performance across knowledge, design, intent, flows, guardrails, handoffs, and backend actions
- Define and own the AI agents roadmap, including proactive use cases on Intercom FinAI and related platforms
- Ensure AI inputs are strong: knowledge content, conversation flows, and backend workflows
- Collaborate with Product, Engineering, Data, Design, CX policy, and business teams to ship AI capabilities and maintain brand consistency
- Define safety boundaries, escalation rules,



and quality standards for AI handoffs to humans
- Stay updated on conversational AI platforms and make informed build-vs-buy decisions
- Own AI performance reporting (CSAT, containment, KPIs) and align AI quality with Customer Care outcomes
- Coordinate with Human Support to provide a seamless AI + human support experienceResponsabilidades
- 5+ years in AI/conversational AI in a customer-facing context
- 2+ years in people leadership
- Hands-on experience with conversational AI platforms (ideally Intercom Fin/FinAI) or equivalents like Ada, Forethought, Decagon, Sierra
- Proven track record improving AI chatbot performance across knowledge, design, intent/flow, guardrails, handoffs, and backend actions
- Strong understanding of AI under-the-hood concepts (LLMs, retrieval-augmented generation, tool calls, agentic workflows)
- Ability to balance technical and customer experience aspects and to coach for high-quality interactions
- Experience in a customer support, contact centre, or CX environment with knowledge of KPIs (CSAT, AHT, deflection, resolution)
- Strong people management and cross-functional stakeholder management skills
- Data-driven mindset with ability to build dashboards and derive action from analytics
- Ambition and comfort in a fast-moving, ambiguous space that shapes AI at scaleRequisitos principales
- Lessons on Preply with monthly allowance
- Learning u0026 Development budget
- Health insurance
- Relocation package to Barcelona
- Mental health support platforms
- Gympass wellness access

📌 Ai Support Delivery Manager - Customer Care (Barcelona)
🏢 Preply
📍 Barcelona