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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # AI Support Delivery Product Manager - **Company:** Preply Inc. - **Location:** Barcelona, Spain - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, System Configuration, Software Debugging, Knowledge Management, Performance Tuning, Chatbots, Retrieval-Augmented Generation, Large Language Models, Prompt Engineering, Backend, Virtual Agents - **Published:** July 16, 2026 - **Apply:** https://www.jobleads.com/es/job/eca23cadd259011bc3f4a7a72d6bd2e18 ## About the Role * 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 ## 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 ## Related Videos - [Guiding Agentic AI with Vue](https://www.wearedevelopers.com/videos/2033-guiding-agentic-ai-with-vue) - [Developing the Backend with Stefan Lingler, CTO at Shpock](https://www.wearedevelopers.com/videos/100360-developing-the-backend-with-stefan-lingler-cto-at-shpock) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [Building the Next Generation of Software](https://www.wearedevelopers.com/videos/100186-building-the-next-generation-of-software) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [The Prompt Engineer ✍️](https://www.wearedevelopers.com/magazine/216-the-prompt-engineer) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [What is Agentic Programming and Why Should Developers Care?](https://www.wearedevelopers.com/magazine/625-what-is-agentic-programming-and-why-should-developers-care) - [From Prototype to Production: Build AI Agents with This Free 4-Course Learning Path](https://www.wearedevelopers.com/magazine/655-from-prototype-to-production-build-ai-agents-with-this-free-4-course-learning-path) - [Prompt Engineering is a Job of the Past](https://www.wearedevelopers.com/magazine/342-prompt-engineering-is-a-job-of-the-past)