AI Chatbot Performance Lead, Customer Care

Preply Inc.; Barcelona; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Relocation package

Lessons allowance

Learning & Development budget

Health insurance

Mental health support

Gympass access

Barcelona hub relocation

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

conversational AI

AI leadership

team management

stakeholder management

data analytics

Tools

Intercom FinAI

Intercom Fin/FinAI

Ada

Forethought

Decagon

Sierra

Job description

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.