AI Agents Manager: Customer Care

About the role

At Preply, we are living the belief that education can transform lives when it is personal, human, and intelligently supported. As we move into a new era of learning, AI is becoming the central nervous system of our customer care, enabling us to serve millions of learners and tutors with unprecedented speed and empathy. In this role, you will own the strategy, performance, and evolution of our customer-facing AI agents and chatbot, shaping how millions of interactions unfold each day. You will lead a multi-disciplinary team that blends operations, knowledge, design, and automation into a single, powerful function focused on flawless AI experiences. This is a hands-on leadership position where you will analyze, refine, and improve AI behavior while coaching your team to thrive in an AI-first world. You will partner closely with product, engineering, design, and data to ensure every AI interaction aligns with our human-led brand and our mission. Your work will directly influence how millions of learners discover support, how tutors engage with our platform, and how Preply scales its impact globally.

Key facts

What you'll do

Own the end-to-end performance of Preply's customer-facing AI agents and chatbot, focusing on resolution rate, deflection, and the quality and experience of every conversation.

Lead and develop a multi-disciplinary team across AI Operations, Knowledge Management, Conversation Design, and Support Automation, setting direction and unifying them around a shared roadmap.

Drive the day-to-day performance loop by tracking AI quality, tuning behavior, prioritizing fixes, and enabling small improvements that compound into meaningful gains over time.

Treat the AI Agent as a product, owning its roadmap, quality standards, and evolution, and managing it as a teammate rather than a static tool.

Elevate the Customer Care chatbot across all critical levers, including knowledge quality and coverage, conversation design and tone, intent recognition, flow logic, guardrails, handoff design, and executable workflows.

Define and own the AI agents roadmap, prioritizing proactive AI agents for tutor and learner journeys built on platforms such as Intercom FinAI and other adjacent technologies.

Ensure the AI Agent has the right inputs to succeed by partnering with teams to deliver accurate, well-structured knowledge content and brand-aligned conversation flows.

Operate as the central node across a wide stakeholder map, collaborating with Customer Care Product & Engineering, Data, Design, and CX to ship AI capabilities and define policies.

Define safety boundaries, escalation rules, and quality standards, ensuring AI handoffs to humans occur at the right moment and for the right reasons.

Stay ahead of advancements in conversational AI platforms, evaluating capabilities such as RAG, tool use, agentic frameworks, and LLM-based agents to continuously raise the bar for our AI interactions.

Requirements

You have experience managing and growing a high-performing team in a customer care or AI-focused environment, with a clear track record of ownership and execution.

You have a strong background in AI operations, conversational AI, or customer support automation, with hands-on experience improving AI performance, quality, and user experience.

You are fluent in defining and maintaining knowledge structures, content hierarchies, and information architecture that enable AI agents to respond accurately and consistently.

You understand conversation design principles, brand voice alignment, and how to design AI interactions that feel natural, helpful, and safe for diverse users.

You have worked with analytics and performance dashboards for AI agents, using data to prioritize improvements and prove impact on key metrics.

You are comfortable working with engineering and data teams to implement guardrails, escalation flows, and automation that keep AI interactions reliable and secure.

You have a deep understanding of when and how to escalate to human agents, designing workflows that balance efficiency with empathy and trust.

You are passionate about staying up to date with the latest developments in conversational AI, including RAG, tool use, and agentic frameworks, and you enjoy evaluating new platforms for potential adoption.

Nice to have

Experience working with Intercom FinAI or similar conversational AI platforms in production environments.

Background in education, tutoring, or learner-centric products, where you understand the specific needs of students and teachers.

Practical notes

Hours: Full-time commitment required.

Location: Barcelona.

Travel: Not applicable.

Visa: Not applicable.

Deadline: No specific deadline mentioned in SOURCE.