AI Support Delivery Manager – Customer Care

Role Overview

• Own the end-to-end performance of Preply's customer-facing AI agents/chatbot: resolution rate, deflection, and most importantly the quality and CX of every AI conversation
• Lead and develop a multi-disciplinary team across the four pillars of AI agent performance: AI Operations, Knowledge Management, Conversation Design, and Support Automation: setting direction, coaching, and unifying them around a shared roadmap
• Drive the day-to-day performance loop: track AI quality, tune behavior, prioritize fixes, and drive continuous iteration. Making small improvements compound into meaningful gains
• Treat the AI Agent as a product: own its roadmap, its quality standards, and its evolution; not as a tool to monitor, but as a teammate to manage and improve
• Drive the short-term performance improvement of the Customer Care chatbot across every lever that matters: knowledge quality and coverage, conversation design and tone, intent recognition, flow logic, guardrails, handoff design, and the workflows the AI can execute
• Define and own the AI agents roadmap, prioritizing use cases beyond reactive support — including proactive AI agents for tutor and learner journeys built on Intercom FinAI and adjacent platforms
• Through your team, ensure the AI Agent has the right inputs to succeed: accurate and well-structured knowledge content, well-designed conversation flows that match Preply's brand voice, and backend workflows that let the AI take action, not just respond
• Operate as the central node across a wide stakeholder map: work hand-in-hand with the Customer Care Product & Engineering teams (to build and ship AI capabilities), the Customer Care Data team (for performance analytics, conversation analysis, and experimentation), the Design team (for AI experience and brand consistency), and the CX team (for the policies and rules behind every automation) — plus broader Product, Marketing, and Supply teams for cross-functional use cases
• Define safety boundaries, escalation rules, and quality standards for every AI agent, making sure AI handoffs to humans happen at the right moment, for the right reasons
• Stay ahead of the curve on conversational AI platforms and capabilities (Intercom FinAI, LLM-based agents, agentic frameworks, RAG, tool use), evaluating what is worth adopting and what is hype, and owning build vs. buy decisions
• Own AI performance reporting end-to-end: resolution rate, deflection, CSAT on AI conversations, containment, and the operational KPIs that link AI quality to Customer Care outcomes
• Collaborate closely with the Human Support function so AI and human support operate as one seamless experience for customers

Requirements

• 5+ years of experience implementing or managing AI / conversational AI / chatbot products in a customer-facing context, with at least 2 years leading a team
• Deep, hands-on experience with conversational AI platforms, ideally Intercom Fin / FinAI, but also relevant: Ada, Forethought, Decagon, Sierra, or equivalent LLM-based agent platforms
• Proven track record improving AI chatbot performance across the full stack of levers: knowledge content, conversation design, intent and flow logic, guardrails, handoff design, and backend actions / workflows
• Strong understanding of how modern AI agents work under the hood, LLMs, retrieval-augmented generation, tool / function calling, agentic workflows, enough to challenge vendors and make sound build vs. buy decisions
• Demonstrated ability to balance the technical and the customer-experience side of AI: you care about resolution rate, but you care equally about how the AI sounds, how it handles ambiguity, and how it makes the customer feel
• Player-coach mindset, comfortable rolling up your sleeves to analyse performance, refine content, and debug handoffs, while also coaching and developing the people doing that work
• Experience working in a customer support, contact centre, or customer experience environment, you understand support operations, KPIs (CSAT, AHT, deflection, resolution), and how AI changes them
• Strong people management skills with experience leading multi-disciplinary teams (knowledge specialists, designers, technical implementers, AI ops)
• Excellent stakeholder management and cross-functional communication skills — comfortable operating as the connective tissue between Product, Engineering, Data, Design, CX policy, and business teams, and explaining AI capabilities and limitations to non-technical audiences
• Data-driven mindset with strong analytical skills; comfort building dashboards, reading conversation analytics, and turning patterns into action
• Builder's mentality, energised by a fast-moving space, comfortable with ambiguity, and motivated by the chance to shape AI at the heart of a 50M+ user platform

Tech Stack

• Node.js

Benefits

• An open, collaborative, dynamic and diverse culture;
• A generous monthly allowance for lessons on Preply.com, Learning & Development budget and time off for your self-development;
• A competitive financial package with equity, leave allowance and health insurance;
• Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub
• Access to free mental health support platforms;
• Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health;
• The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).