Operations Specialist, Agent Performance & Enablement Job at Bumble Inc. (London)

New

Senior Operations Specialist, AI Enablement

Lead the end-to-end quality program for AI Moderation. Ensure that human and mac...

Location

United Kingdom , London

Salary:

50000.00 - 60000.00 GBP / Year

Bumble Inc.

Expiration Date

Until further notice

Requirements

3+ years of experience in Trust & Safety
Hands-on experience in content moderation operations and quality management
Familiarity with moderation systems and conversational AI tools
Understanding of the interplay between human review and machine learning models
Strong analytical skills
Experience digesting large data sets and complex policies into clear, actionable insights
Experience in data analysis and reporting
Deep understanding of CX & Trust operations, moderation frameworks, and policy enforcement principles
Comfortable working with moderation, CX, QA tools and platforms
Ability to quickly adapt to new software systems and evolving workflows

Job Responsibility

Operationalise and scale the AI Moderation QA framework across internal teams and BPO partners
Ensure consistent application of quality standards
Review and evaluate the accuracy and consistency of content moderation decisions made by BPO teams and machine moderation systems
Operationalise structured feedback loops between QA, BPO, CX & Trust Operations, Policy, and Product teams
Validate model performance and identify opportunities for improvement
Develop quality benchmarks and continuously optimise moderation processes, tooling, and workflows
Conduct root cause analysis using moderation data to surface trends, systemic gaps, and actionable insights
Enhance moderation policy implementation
Provide data-driven recommendations for policy updates
Ensure moderation practices adhere to regulatory requirements and community guidelines

Fulltime

New

Operations Specialist, AI Enablement

At Bumble, our mission is to create a world where relationships are healthy and ...

Location

United Kingdom , London

Salary:

30000.00 - 35000.00 GBP / Year

Bumble Inc.

Expiration Date

Until further notice

Requirements

Experience in customer service within a fast-paced, service-oriented environment
Familiarity with conversational AI systems and chatbots
Sharp eye for detail and ability to objectively evaluate conversations against process and policy standards
Knowledge of CX operations, quality assurance, moderation frameworks, or policy compliance workflows is beneficial
Comfortable working with digital tools and platforms and can quickly adapt to new software systems
Understands the importance of calibration and consistency in QA scoring
Works collaboratively, demonstrates ownership of impact, and embraces feedback as part of growth

Job Responsibility

Conduct regular QA reviews of AI agent conversations to assess alignment with Bumble’s processes, quality standards, tone and community policies
Report quality issues through established reporting workflows, ensuring accurate categorization, clear documentation, and actionable feedback
Collaborate closely with the Quality Manager to maintain consistency in scoring and review approach
Partner with the Quality Manager to resolve recurring quality issues and strengthen AI agent reliability and user experience
Identify and share learnings that lead to measurable improvements in AI agent accuracy, customer satisfaction, and process efficiency
Support ongoing calibration sessions by identifying trends, recurring challenges, and opportunities for process enhancement
Operate CX QA tools and systems (such as Zendesk QA and internal Bumble QA assessment tooling) to monitor quality data and track performance improvements
Embrace and apply AI tools confidently in daily work, learning to interpret AI behavior, understand model limitations, and engage with AI insights with curiosity and accountability
Work collaboratively, take ownership of your deliverables, and adapt your approach with an agile mindset

Fulltime

Senior Manager, Trust & Risk Operations

The Senior Manager, Trust & Safety Operations (International) plays a key role i...

Location

Ireland , Dublin

Salary:

125000.00 - 135000.00 EUR / Year

Whatnot

Expiration Date

Until further notice

Requirements

Minimum of 8 years of overall experience
3+ years leading managers
Deep operational experience running Trust & Safety or high-volume content/risk operations at scale, ideally across EMEA/international markets
Proven track record of proactively driving productivity improvements through process design, playbooks, tooling, or automation
Hands-on experience with complex investigations (e.g., fraud, IP/counterfeit, content) and making timely operational tradeoffs
Strong analytical skills, with experience leveraging SQL and dashboards to analyze large datasets and rapidly translate insights into action
Proven success managing and optimizing case management tools such as Zendesk
Strong business acumen and ability to communicate the impact of key decisions, including when acting with imperfect information

Job Responsibility

Lead and scale international T&S operations
Oversee a team of Team Leads and Trust & Safety specialists
Drive operational excellence and ensure a best-in-class experience for users
Ensure agent time, expertise, and judgment are applied where they create the greatest impact
Partner cross-functionally to improve processes and tooling
Enable agents to build trust efficiently and consistently at scale
Step into complex investigations and make decisions
Direct and mentor a team of Team Leads
Deep-dive into complicated cases to provide guidance
Lead team performance to drive results in productivity, quality, and user experience

What we offer

Generous Holiday and Time off Policy
Health Insurance options including Medical, Dental, Vision
Work From Home Support
Home office setup allowance
Monthly allowance for cell phone and internet
Care benefits
Monthly allowance for wellness
Annual allowance towards Childcare
Lifetime benefit for family planning, such as adoption or fertility expenses
Pension plans internationally

Fulltime

Manager, Support Quality

As the Support Quality Manager at Replit, you’ll build and lead the program that...

Location

United States , Foster City

Salary:

140000.00 - 175000.00 USD / Year

Replit

Expiration Date

Until further notice

Requirements

5+ years in Support Quality, Support Operations, Technical Support, or similar roles in a technology company
2+ years in a people management or team leadership capacity
Experience building or significantly evolving a QA program, framework, or evaluation system
Strong understanding of customer support workflows, ticket lifecycle, and escalation patterns
Experience working with support platforms (Zendesk or similar) and QA tooling or review workflows
Strong analytical mindset with experience using data to identify trends and drive performance improvements
Experience working cross-functionally with Support leadership, Operations, and Enablement or Training teams
Strong written and verbal communication skills, including delivering structured performance feedback and coaching guidance
Experience working in fast-moving product environments with frequent releases and evolving workflows
Hands-on experience using AI tools (e.g., Replit, Claude, ChatGPT, or similar) to improve workflows, knowledge creation, training, or support operations

Job Responsibility

Build and lead the Support QA program, including evaluation frameworks, scoring models, review workflows, and calibration processes
Hire, develop, and manage QA specialists or analysts as the program scales
Define quality standards across ticket support, technical troubleshooting, and customer communication
Establish QA coverage strategy across FTE and vendor support teams
Lead calibration programs to ensure consistent quality standards across reviewers, teams, and regions
Partner with Learning & Knowledge to turn QA insights into training, onboarding improvements, and coaching strategies
Partner with Support Operations to embed quality signals into dashboards, reporting, and performance frameworks
Define and evolve quality standards for AI-assisted support, including agent assist usage, automation handoffs, and AI-generated content quality
Utilize Replit to build internal tooling and recommend external tooling when necessary to improve QA workflows and program scalability
Define and track key quality metrics (QA trends, CSAT correlation, escalation rate, escalation rate, repeat contact rate, policy adherence) and report insights to Support leadership

What we offer

Competitive Salary & Equity
401(k) Program with a 4% match
Health, Dental, Vision and Life Insurance
Short Term and Long Term Disability
Paid Parental, Medical, Caregiver Leave
Commuter Benefits
Monthly Wellness Stipend
Autonomous Work Environment
In Office Set-Up Reimbursement
Flexible Time Off (FTO) + Holidays

Fulltime

Product Support Specialist - Audio & Guitar Amplifiers

Are you someone who loves solving complex problems, talking directly with custom...

Location

Sweden , Stockholm

Salary:

Not provided

sa.global

Expiration Date

Until further notice

Requirements

Proven experience providing technical support for consumer electronics products, ideally including hands-on or deep knowledge of guitar amplifiers, headphones, and speakers
Strong product knowledge of audio equipment—especially headphones, speakers, and guitar amplifiers—either through professional experience or passionate interest
Excellent communication and social skills with the ability to collaborate effectively across different teams
Problem-solving mindset and troubleshooting experience with a focus to deliver a great customer journey
Knowledge of warranty processes, returns/RMA, and replacement handling
Fluency in English is a must
Experience from working with case management systems like Salesforce, Zendesk or similar

Job Responsibility

Act as a direct escalation point for first-line support agents, assisting with complex support cases related to headphones, speakers, or guitar amplifiers
Engage directly with consumers to resolve issues, ensuring timely and effective solutions
Collaborate closely with the Product Support Manager and Specialists to ensure alignment and drive continuous improvements in support operations
Provide guidance, expertise and training to first-line support agents, enabling them to handle cases more effectively
Help improving CSAT score targets (customer satisfaction). Ensuring we meet customer expectations and uphold the high standards of our brand
Perform hands-on testing, verification and in-depth troubleshooting of products to identify root causes and gain deeper understanding of product issues
Help improve self service support content and share knowledge, and learnings across the support organisation
Write troubleshooting guides, help articles and internal documentation
Identify trends and patterns in customer feedback, acting as the “ear to the ground” to proactively report product and quality issues internally

Manager, Customer Support

We're looking for an experienced Customer Support Manager to scale our global su...

Location

United States , Denver

Salary:

Not provided

Heidi

Expiration Date

Until further notice

Requirements

4+ years experience working as a manager in a customer support/technical support service capacity
Experience hiring, onboarding and managing senior support roles, such as enterprise specialists or support engineers
Proven success handling complex troubleshooting, escalations, and high-impact customer situations
Experience working cross-functionally with Sales, Customer Success, Product and Engineering teams
A customer-first mindset, with a focus on trust, clarity, and care
Strong people-leadership skills, with the ability to coach experienced ICs and build high-performing teams
Sound judgment and calm decision-making in ambiguous, high-pressure situations
Strong analytical skills, with the ability to translate data and patterns into action
Clear, structured communicator who can work effectively with technical and non-technical stakeholders and the ability to motivate and inspire is a must
Comfortable operating at multiple levels - from detailed operational execution to broader planning and coordination

Job Responsibility

Hire, lead, coach, and develop Enterprise Customer Support Specialists and Customer Support Engineers, setting clear expectations for quality, and customer communication
Support senior ICs in handling complex investigations, high-risk clinical scenarios, and technically challenging cases
Provide regular 1:1s, feedback, and development support, helping individuals grow in depth, confidence, and decision-making
Assess agent performance against expectations and competencies, owning performance assessments and development planning
Position and support your team to succeed by a sustained focus on the fundamentals (speed, quality, tone, backlog management, throughput and resolution), remove roadblocks, encourage collaboration
Own recruitment and onboarding of Enterprise Customer Support Specialists and Support Engineers, including conducting interviews, providing structured feedback, and helping new hires to ramp effectively and feel supported
Hire talent with strong technical and documentation skills who raise the bar
Act as a senior escalation point for complex, sensitive, or high-impact customer issues. Guide customers and internal teams through challenging situations with calm, clarity, and sound judgment
Ensure escalations are prioritised appropriately and resolved in a way that protects customer trust and experience
Identify patterns in escalations that indicate systemic risk or opportunity

What we offer

Additional paid day off for your birthday and wellness days
A generous personal development budget of $500 per annum
Learn from some of the best engineers and creatives, joining a diverse team
The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
If you have an impact quickly, the opportunity to fast track your startup career

Fulltime

AI Conversation Design Specialist

This role is focused on creating a Conversational AI-driven self-service experie...

Location

Munich; Berlin; Dublin

Salary:

Not provided

Personio SE & Co. KG

Expiration Date

Until further notice

Requirements

4–6 years of experience delivering AI Agents or chatbots (voice, chat, email, and messaging) preferably in SaaS, technology, or customer experience
German fluency highly preferred
Hands-on experience with chatbots / AI copilots such as Intercom Fin, Decagon, MavenAGI, Ada, Forethought or equivalent
Familiarity with APIs, comfortable occasionally writing snippets of code to bring in data from other systems into Intercom Fin
Strong understanding of AI/ML concepts, natural language processing, and customer support technologies (e.g., chatbots, virtual assistants)
Experience working with data analytics tools and interpreting model performance metrics
Demonstrated ability to translate business needs and customer pain points into technical requirements for AI solutions
Experience collaborating with Product, Engineering, Data, Systems, Customer Support, and Professional Services teams
Knowledge of customer experience metrics (CSAT, NPS, etc.) and best practices in B2B SaaS
Strong project management skills, including Agile or similar methodologies

Job Responsibility

Self-Service and Productivity Outcomes: Drive contact volume reduction and self-service by implementing solutions for top contact drivers, as well as driving Support Agent productivity and handling time through improvements to co-pilots
AI Conversation Automation: Develop AI automated workflows / agent operating procedures, run batch tests, configure personalized answers, and reverse engineer unresolved conversations
Conversation Design: Architect natural, useful interactions between customers and AI chatbots. Design the flow and logic of conversations for the chatbots, partnering with subject-matter experts. You tune and design bot conversations —flows, intents/tagging, prompts/responses, fallback logic— to cut hallucinations, misroutes, and unnecessary handoffs
AI Service Journey Design: Define and govern AI↔human and AI↔AI handoffs (confidence thresholds, triggers, routing rules), ensuring brand voice, privacy, and responsible-AI standards, building a deep knowledge of our customer journeys and user stories to anticipate and design for different scenarios
Data Integration: bring data from 3rd party systems and our own product into Intercom Fin to improve AI conversation effectiveness
Performance Monitoring and Improvement: Track key metrics (e.g., self-serve resolutions, monthly active users, deflection rates, resolution time, customer experience score, NPS) to evaluate AI impact, identify gaps, and implement improvements
AI Solution Delivery: Lead the implementation of AI-powered tools (e.g., chatbots, copilots, virtual assistants) that address common customer pain points and streamline support and professional services processes, and partner with Engineering and Systems on integrations and fixes
Cross-Functional Collaboration: Work closely with Product, Engineering, Customer Experience, Data and Systems teams to ensure AI solutions are aligned with customer needs and business objectives, and that we integrate seamlessly with the Personio Assistant and internal support tooling
Continuous Quality Improvement: Oversee the ongoing quality fine-tuning of AI tools using real customer data and feedback to improve routing, accuracy, relevance, and customer satisfaction. You approach with a product mindset, anticipating edge cases and interaction effects, and regression test as new changes are introduced. You monitor bot/service health, triage incidents and misroutes, and coordinate rapid fixes and postmortems as needed
Change Management: Champion the adoption of AI tools within customer-facing teams, supporting the development of training materials and enablement sessions dedicated to developing AI proficiency within CX

What we offer

Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
Make an impact on the environment and society with 1 (fully paid) Impact Day
Receive generous family leave, child support, mental health support, and sabbatical opportunities
We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch
20 Flex Days per year to work remotely from other locations

Fulltime

Cloud Solution Architect - Cloud & AI Apps

We are looking to hire a hands-on Cloud Solution Architect (CSA) to join our div...

Location

Japan , Tokyo

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Bachelor’s degree in computer science, Information Technology, Engineering, Technology Management
5+ years’ experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or Business Applications consulting OR equivalent experience
Passion for technology and customer obsession
Displays strong technical program management, stakeholder and relationship management across senior leaders, partners, and customers
Enthusiasm towards leading technologies and motivation to learn and grow
Excellent verbal and written communication, analytical and presentation skills in Japanese as well as English

Job Responsibility

End-to-end ownership of Factory engagements to help customers jumpstart their Azure projects with no-cost deployment assistance
Provide Factory delivery oversight which includes being hands-on with delivery based on business requirements
Deliver proactive technical program management for Factory engagements by overseeing project execution and mitigating delivery risks, ensuring seamless coordination and successful outcomes for customers
Deliver Customer success on the Microsoft Cloud & AI Platforms with a special focus on driving velocity and enabling timely execution of high-value Factory delivery projects for customers based in the Japan area
Accountable for working with internal Microsoft stakeholders in the Japan Specialist Team Unit (STU) and Customer Success Unit (CSU) to deliver customer outcomes through Factory delivery projects
Orchestrate effective execution of Partner + Factory delivery to scale reach and impact across all customer segments
Drive the acceleration and removal of delivery blockers for Factory projects within Japan as the primary territory of responsibility
Act as a Cloud Factory Technical Lead to assist customers in Factory delivery projects to use GitHub Copilot App Modernization, an AI-assisted app modernization tool to execute supported code remediation jointly with customers and partners
Hands-on knowledge of release pipelines through GitHub Actions, Azure DevOps, GitLab
Able to perform repository migration from Azure DevOps to GitHub through proper assessment and planning of the migration process for customers

Fulltime

Operations Specialist, Agent Performance & Enablement

Bumble Inc.

Location:
United Kingdom , London

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
March 10, 2026

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