Manager, AI Support Experience and Tooling

The AI Support Experience Manager plays a key role in shaping the future of customer support by building, optimizing, and expanding our AI-driven support model. This role is responsible for managing the performance, workflow design, and continuous improvement of our AI support tools—ensuring they deliver efficient, high-quality experiences for our customers while reducing dependency on manual support.

Working closely with Product POCs, Support Operations leadership, and our AI platform’s customer success team, this person will ensure our AI tools evolve to meet business needs, integrate seamlessly into our support ecosystem, and continuously deflect lower-value work from human agents—enabling the team to focus on complex, relationship-driven interactions. This role requires hands-on experience managing and optimizing AI and CRM systems, particularly Sierra AI and Zendesk, to ensure seamless integration across customer support workflows.

Key Responsibilities:
• AI Workflow Management & Optimization:
• Build, configure, test, and maintain AI-driven workflows and automations in Sierra AI and Zendesk, ensuring efficient and accurate customer issue resolution, and that the ecosystem evolves with business needs.
• Identify new SOPs, contact drivers, and support processes that can be automated or AI-assisted to increase containment and reduce cost per contact.
• Regularly test and refine conversation flows, intents, and escalation paths to improve accuracy and user experience.
• Collaborate with Knowledge and Operations teams to ensure AI workflows are supported by accurate and up-to-date content.
• Performance Monitoring & Quality Management:
• Track and report on key performance indicators (containment, deflection, handle time, bot CSAT, etc.) using Sierra AI and Zendesk analytics to surface insights and drive improvements.
• Analyze AI interactions to identify quality gaps, intent mismatches, and opportunities for retraining or optimization.
• Develop and maintain dashboards or reports to share performance trends with Support Operations leadership.
• Establish a quality review process for AI responses to ensure tone, clarity, and empathy align with brand standards.
• Cross-Functional Partnership & Collaboration:
• Partner with Product POCs, Support Operations, and Knowledge Management to design scalable, AI-enabled solutions for emerging customer needs.
• Partner with internal systems and tooling teams (Data, QA, and Engineering teams, etc.) to ensure AI and support technologies work cohesively to optimize the end-to-end agent and customer experience.
• Work with frontline leaders to identify pain points and translate them into AI-enabled improvements or workflow changes.
• Support change management efforts as tasks transition from manual handling to AI-assisted resolution.
• Vendor & Platform Relationship Management:
• Maintain and grow the partnership with the AI platform’s Customer Success and Product teams—advocating for enhancements that support our customer experience vision.
• Act as the primary operational liaison for AI-related escalations, feature requests, and roadmap alignment.
• Ensure the AI vendor’s performance and capabilities are regularly reviewed and optimized against business goals.
• Operational Impact & Continuous Improvement:
• Drive measurable improvements in support cost efficiency, team productivity, and customer satisfaction through AI adoption.
• Document and scale AI-supported SOPs and automations across multiple contact types.
• Promote adoption of AI tools internally, creating awareness and training programs for Support teams.
• Stay informed on AI industry trends and emerging technologies relevant to support operations; proactively recommend opportunities for innovation.
• Success Metrics:
• Increased AI containment rate and deflection from human support.
• Improved customer satisfaction (CSAT/NPS) for AI-assisted interactions.
• Reduction in manual ticket volume for low/medium-complexity contacts.
• Faster resolution times across AI workflows.
• Documented and scaled AI-supported SOPs and automations.
• Strengthened partnership with the AI platform team, resulting in product improvements aligned with business goals.

Qualifications:
• 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.

Preferred Experience:
• Exposure to prompt design, conversation flow design, or similar.
• Familiarity with AI analytics and feedback loops (training data, accuracy, and confidence scoring).
• Prior involvement in support technology roadmap planning or vendor management.

About Us
Bumble Inc. is the parent company of Bumble Date, BFF, and Badoo. The Bumble platform enables people to build healthy and equitable relationships, through Kind Connections. Founded by Whitney Wolfe Herd in 2014, Bumble was one of the first dating apps built with women at the center and connects people across dating (Bumble Date) and friendship (BFF). BFF is a friendship app where people in all stages of life can meet people nearby and create meaningful platonic connections and community based on shared interests. Badoo, which was founded in 2006, is one of the pioneers of web and mobile dating products.

Inclusion at Bumble Inc.

Bumble Inc. is an equal opportunity employer and we strongly encourage people of all ages, colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, people with disabilities, and neurodivergent people to apply. We're happy to make any reasonable adjustments that will help you feel more confident throughout the process, please don't hesitate to let us know how we can help.
In your application, please feel free to note which pronouns you use (For example: she/her, he/him, they/them, etc).

AI in Bumble Inc. Hiring
At Bumble, we may use AI tools to support parts of our recruitment process — such as helping us record, transcribe, and summarize conversations, and supporting job alignment by comparing resumes and job descriptions to highlight skills and potential roles that may be a good match. These tools help us work more efficiently and stay focused on you during our conversations. Importantly, all hiring decisions are made by people. AI is used only to support our team’s efficiency and improve the candidate experience — not to evaluate or decide on your candidacy. Participation in AI-supported interviews and conversations is completely voluntary and will not impact your candidacy. If you’d prefer to opt out, simply let your recruiter or interviewer know at the start of a call, or anytime during the interview or conversation. Summaries and related data are retained only as long as needed in line with our internal data retention policies. If at any point you’d like a transcription or summary deleted, please contact your recruiter directly.
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