Experteer Overview

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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 / Ventajas
• 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 experience

Responsabilidades
• 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 xqbhyrx (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 scale

Requisitos 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