AI Chatbot Performance Lead, Customer Care
Preply Inc.
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Descripción de la vacante
Preply Barcelona is building an AI chatbot team within Customer Care, and you will lead the team responsible for AI Operations, Knowledge Management, Conversation Design, and Support Automation, owning the end-to-end performance of the AI agents and defining the roadmap.
You will partner with Product, Engineering, Data, Design, CX, and business teams to drive improvements in resolution, deflection, and customer experience while staying ahead on Intercom FinAI and related tools.
Formación
- 5+ years delivering AI or chatbot products in customer-facing roles.
- At least 2 years of team leadership.
- Experience with Intercom FinAI or similar platforms.
- Strong stakeholder management and cross-functional collaboration.
- Data-driven with dashboards and analytics.
Responsabilidades
- Own end-to-end AI agent performance including resolution rate and deflection.
- Lead a multi-disciplinary team across AI pillars: AI Operations, Knowledge Management, Conversation Design, and Support Automation.
- Define safety boundaries and escalation rules for AI agents.
- Collaborate with Product, Engineering, Data, Design, CX, and business teams.
Conocimientos
Herramientas
Descripción del empleo
Preply Barcelona is building an AI chatbot team within Customer Care, and you will lead the team responsible for AI Operations, Knowledge Management, Conversation Design, and Support Automation, owning the end-to-end performance of the AI agents and defining the roadmap.
You will partner with Product, Engineering, Data, Design, CX, and business teams to drive improvements in resolution, deflection, and customer experience while staying ahead on Intercom FinAI and related tools.
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