Experteer Overview

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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 cus

📌 AI Agents Manager (Barcelona)
🏢 Preply
📍 Barcelona