Support the Data & AI Products team in developing AI - driven market research applications. Gain hands - on experience with LLMs, RAG, prompt engineering and modern web technologies.
About the role
- AI Support Experience Manager driving performance and improvement in customer support at Bumble through AI tools. Focus on workflow optimization and team integration.
Responsibilities
- Manage the performance, workflow design, and continuous improvement of AI support tools.
- Build, configure, test, and maintain AI-driven workflows and automations in Sierra AI and Zendesk.
- Track and report on key performance indicators (containment, deflection, handle time, bot CSAT, etc.).
- Partner with Product POCs, Support Operations, and Knowledge Management to design scalable, AI-enabled solutions.
Requirements
- 5+ years in Customer Support Operations, QA, or Tool Ownership, ideally within a SaaS or app-based technology company.
- 2+ years of people leadership experience, with a track record of developing and guiding team members.
- Demonstrated experience configuring, monitoring, and optimizing AI support tools — particularly Sierra AI — and managing CRM systems such as Zendesk (user management, omnichannel routing, and knowledge base design).
- Strong analytical mindset with experience interpreting operational data and performance metrics.
- Proven ability to translate support SOPs into scalable, technology-enabled workflows.
- Excellent communication skills—able to partner across technical and non-technical teams.
- Curious, innovative mindset with a passion for emerging AI technologies and customer experience transformation.
Benefits
- Inclusion at Bumble Inc.
- Equal opportunity employer that encourages diverse applicants
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