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Operations Specialist, AI Enablement

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Bumble Inc.

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Location:
United Kingdom , London

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

30000.00 - 35000.00 GBP / Year
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Job Description:

At Bumble, our mission is to create a world where relationships are healthy and equitable, built on kindness, respect, and genuine connection. The CX & Trust team brings that mission to life by ensuring every experience on our platform is safe, supportive, and trustworthy. As an Operations Specialist — AI Enablement, you’ll play a vital role in shaping the quality of our AI-powered customer interactions. Your work will help ensure that our AI support agents uphold Bumble’s standards of empathy, inclusion, and accuracy while providing swift, high-quality support to our community. You’ll join a passionate global team that blends product insight with a deep commitment to people-first design. Together, you’ll help us reimagine how technology and AI in particular can enhance trust and care across every user touchpoint.

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

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

Additional Information:

Job Posted:
March 10, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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