Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience required

2 years minimum

Working hours

Regular working hours

Job source

www.jobleads.com

Tech stack

Artificial Intelligence System Configuration Software Debugging Knowledge Management Performance Tuning Chatbots Retrieval-Augmented Generation Large Language Models Prompt Engineering Backend Virtual Agents

Job description

• Own the end-to-end performance of Preply’s customer-facing AI agents/chatbot: resolution rate, deflection, and quality and CX of every AI conversation
• Lead and develop a multi-disciplinary team across 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
• 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 short-term performance improvement of the Customer Care chatbot across all levers: 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
• Ensure the AI Agent has the right inputs to succeed: accurate and well-structured knowledge, 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 - Customer Care Product & Engineering, Customer Care Data, Design, CX, 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 and for the right reasons
• Stay ahead of the curve on conversational AI platforms and capabilities, evaluating what is worth adopting versus hype, and owning build vs. buy decisions
• Own AI performance reporting end-to-end: resolution rate, deflection, CSAT on AI conversations, containment, and operational KPIs linking 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 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: care equally about resolution rate and how the AI sounds, handles ambiguity, and makes the customer feel
• Player-coach mindset, comfortable rolling up sleeves to analyse performance, refine content, debug handoffs, while coaching and developing the people doing the work
• Experience working in a customer support, contact centre, or customer experience environment - 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 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 fast-moving space, comfortable with ambiguity, and motivated by the chance to shape AI at the heart of a 50M+ user platform, * Hands-on configuration experience with Intercom Fin or Intercom’s AI agent / workflow tooling
• Background in conversation design, UX writing, or knowledge management for AI products
• Experience launching proactive AI use cases (outbound messaging, in-product AI assistants, lifecycle AI agents), not just reactive support bots
• Familiarity with AI evaluation frameworks, prompt engineering, and quality scoring methodologies for conversational AI
• Experience in marketplace, EdTech, or subscription-based businesses

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