Preply is a language-learning marketplace that connects students with human tutors and augments lessons with AI-powered tools.
WE POWER PEOPLE’S PROGRESS. 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. As a category-defining company, we’re shaping what the future of learning looks like at global scale. Every Preply lesson sparks change, fuels ambition, and drives progress that matters. Joining Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day. MEET THE TEAM! AI is no longer a side customer support channel at Preply, it is one of the main ones. Our customer-facing AI chatbot already handles most of our lower complexity support conversations, and we are doubling down on AI as the primary way learners and tutors get help. As AI becomes central to how support works, the shape of the team behind it has to change too: from one that answers questions to one that designs and continuously improves the system that answers them. To do this well, we are building a dedicated AI chatbot team within Customer Care, structured around the four foundational roles needed to make AI agents perform: AI Operations, Knowledge Management, Conversation Design, and Support Automation. As AI Support Delivery Manager (Customer Care), you will lead this team end-to-end, the equivalent of an AI Operations Lead with full ownership of the function. You will report directly to the Director of Customer Care and manage AI Operations / Automation Specialists, AI Content Knowledge Managers, and also get direct support and coverage from the Customer Care product, engineering, and design teams. This is a player-coach role. You will roll up your sleeves to analyze AI performance, refine content, and debug handoffs, while also coaching the team through an entirely new way of working. You will treat the AI Agent/Chatbot as a teammate to manage and a product to improve, not just a tool to monitor. Your immediate focus is to elevate the Customer Care chatbot, improving resolution and deflection, but above all the quality and customer experience of every AI interaction. Over time, you will expand into more proactive AI agents/chatbot (built on Intercom FinAI and similar platforms) for use cases beyond reactive support. WHAT YOU’LL BE DOING - 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: setting direction, coaching, and unifying them around a shared roadmap - Drive the day-to-day performance loop: track AI quality, tune behavior, prioritize fixes, and drive continuous iteration. Making small improvements compound into meaningful gains - Treat the AI Agent as a product: own its roadmap, its quality standards, and its evolution; not as a tool to monitor, but as a teammate to manage and improve - 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 — including proactive AI agents for tutor and learner journeys built on Intercom FinAI and adjacent platforms - 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, not just respond - Operate as the central node across a wide stakeholder map: work hand-in-hand with the Customer Care Product & Engineering teams (to build and ship AI capabilities), the Customer Care Data team (for performance analytics, conversation analysis, and experimentation), the Design team (for AI experience and brand consistency), and the CX team (for the policies and rules behind every automation) \u2014 plus broader Product, Marketing, and Supply teams for cross-functional use cases - Define safety boundaries, escalation rules, and quality standards for every AI agent, making sure AI handoffs to humans happen at the right moment, for the right reasons - Stay ahead of the curve on conversational AI platforms and capabilities (Intercom FinAI, LLM-based agents, agentic frameworks, RAG, tool use), evaluating what is worth adopting and what is hype, and owning build vs. buy decisions - Own AI performance reporting end-to-end: resolution rate, deflection, CSAT on AI conversations, containment, and the operational KPIs that link AI quality to Customer Care outcomes - Collaborate closely with the Human Support function so AI and human support operate as one seamless experience for customers WHAT YOU NEED TO SUCCEED - 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 backend actions / workflows - Strong un