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Manager, AI Support Experience and Tooling

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Bumble Inc.

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Location:
United States , Austin ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

110000.00 - 135000.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • Build, configure, test, and maintain AI-driven workflows and automations in Sierra AI and Zendesk
  • Identify new SOPs, contact drivers, and support processes that can be automated or AI-assisted
  • Regularly test and refine conversation flows, intents, and escalation paths
  • Collaborate with Knowledge and Operations teams to ensure AI workflows are supported by accurate and up-to-date content
  • Track and report on key performance indicators (containment, deflection, handle time, bot CSAT, etc.)
  • 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
  • Establish a quality review process for AI responses
  • Partner with Product POCs, Support Operations, and Knowledge Management to design scalable, AI-enabled solutions
  • Partner with internal systems and tooling teams (Data, QA, and Engineering teams, etc.)
  • Work with frontline leaders to identify pain points and translate them into AI-enabled improvements
  • Support change management efforts as tasks transition from manual handling to AI-assisted resolution
  • Maintain and grow the partnership with the AI platform’s Customer Success and Product teams
  • 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
  • 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

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

Nice to have:

  • 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

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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