AI Support Delivery Manager: Customer Care

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Описание

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, e

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