AI Support Delivery Manager

At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalised learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact.

We’ve just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human-led, AI-enhanced learning. Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we’re only getting started.

• Own the end-to-end performance of Preply's customer-facing AI agents/chatbot: resolution rate, deflection, and most importantly the quality and CX of every AI conversation
• Lead and develop a multi-disciplinary team across the four pillars of AI agent performance: AI Operations, Knowledge Management, Conversation Design, and Support Automation
• 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
• Drive the short-term performance improvement of the Customer Care chatbot across every lever that matters: 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
• Through your team, ensure the AI Agent has the right inputs to succeed: accurate and well-structured knowledge content, well-designed conversation flows that match Preply's brand voice, and backend workflows that let the AI take action
• Operate as the central node across a wide stakeholder map: work hand-in-hand with the Customer Care Product & Engineering teams, Data team, Design team, and CX team
• Define safety boundaries, escalation rules, and quality standards for every AI agent
• Stay ahead of the curve on conversational AI platforms and capabilities (Intercom FinAI, LLM-based agents, agentic frameworks, RAG, tool use)
• Own AI performance reporting end-to-end: resolution rate, deflection, CSAT on AI conversations, containment, and the operational KPIs
• Collaborate closely with the Human Support function so AI and human support operate as one seamless experience

• 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 Fin / 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 workflows