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AI Support Delivery Manager - Customer Care
Full-time
At Preply, AI is now one of the main customer support channels. The customer-facing AI chatbot already handles most lower-complexity conversations, and the company is doubling down on AI as the primary way learners and tutors get help.
As AI Support Delivery Manager (Customer Care), you'll lead a dedicated AI chatbot team built around four pillars: AI Operations, Knowledge Management, Conversation Design, and Support Automation. This is a player-coach role reporting to the Director of Customer Care, where you treat the AI agent as a product to improve and a teammate to manage.
What you'll do
Own end-to-end performance of the customer-facing AI agents: resolution rate, deflection, and above all the quality and CX of every conversation.
Lead and develop a multi-disciplinary team across AI Operations, Knowledge Management, Conversation Design, and Support Automation.
Drive the daily performance loop: track quality, tune behaviour, prioritise fixes, and iterate continuously.
Define and own the AI agents roadmap, expanding into proactive use cases built on Intercom FinAI and adjacent platforms.
Set safety boundaries, escalation rules, and quality standards so AI handoffs to humans happen at the right moment.
What you need
5+ years implementing or managing AI / conversational AI / chatbot products in a customer-facing context, with 2+ years leading a team.
Hands-on experience with conversational AI platforms (Intercom Fin/FinAI, Ada, Forethought, Decagon, Sierra, or similar LLM-based agents).
Strong grasp of how modern AI agents work: LLMs, RAG, tool calling, agentic workflows.
Player-coach mindset and experience in a support, contact centre, or CX environment with its KPIs.
