Experteer Overview

¿Listo para inscribirse? Antes de hacerlo, asegúrese de leer todos los detalles pertenecientes a este trabajo en la descripción a continuación.
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 Su

📌 AI Support Delivery Manager (Barcelona)
🏢 Preply
📍 Barcelona