AI Agents Lead, Customer Care & Experience

Preply; Barcelona; On-site; EUR 90,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Relocation package

Equity

Learning budget

Job summary

Preply in Barcelona is seeking an AI Agents Manager for Customer Care to lead a dedicated AI chatbot team and own the end-to-end performance of the customer-facing AI agents. You will shape the roadmap, drive improvements, and collaborate with product, engineering, design, CX, and marketing to deliver a seamless AI-powered support experience.

The role requires 5+ years in AI/conversational AI in customer-facing contexts, at least 2 years leading a team, and hands-on experience with platforms

Qualifications

• 5+ years in AI/conversational AI in customer-facing roles.
• 2+ years leading a team.
• Experience with Intercom FinAI or similar.
• Strong stakeholder management and communication skills.

Responsibilities

• Own the end-to-end performance of 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 day-to-day performance loop: track quality, tune behavior, prioritize fixes.
• Treat the AI Agent as a product: own its roadmap and evolution, coach the team.
• Define safety boundaries and escalation rules for AI agents.
• Collaborate with Product, Engineering, Data, Design, and CX policy teams.

Skills

AI chatbot management

Team leadership

Stakeholder management

Data-driven decision making

Intercom FinAI experience

Tools

Intercom FinAI

LLM platforms

Job description

Preply in Barcelona is seeking an AI Agents Manager for Customer Care to lead a dedicated AI chatbot team and own the end-to-end performance of the customer-facing AI agents. You will shape the roadmap, drive improvements, and collaborate with product, engineering, design, CX, and marketing to deliver a seamless AI-powered support experience.

The role requires 5+ years in AI/conversational AI in customer-facing contexts, at least 2 years leading a team, and hands-on experience with platforms