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Bumble Inc. · 2 days ago

Manager, AI Support Experience and Tooling

Austin, TX

Full-time

Hybrid

Senior Level

$110K/yr - $135K/yr

5+ years exp

Bumble Inc. is an equal opportunity employer, seeking an AI Support Experience Manager to shape the future of customer support through AI-driven tools. This role involves managing AI workflows, optimizing performance, and ensuring seamless integration of AI systems to enhance customer experiences while reducing manual support dependency.

Computer Software

Responsibilities

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

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

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

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

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

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

Qualification

Customer Support OperationsAI Support ToolsSierra AIZendeskAnalytical MindsetPeople LeadershipCurious MindsetVendor ManagementCommunication Skills

Required

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