Manager, AI Support Experience – Tooling
Bumble Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Austin • New York • Texas • United States
Visit company websiteExplore more
Salary
💰 $110,000 - $135,000 per year
About the role
- Manage the performance, workflow design, and continuous improvement of AI support tools.
- Build, configure, test, and maintain AI-driven workflows and automations in Sierra AI and Zendesk.
- Track and report on key performance indicators (containment, deflection, handle time, bot CSAT, etc.).
- Partner with Product POCs, Support Operations, and Knowledge Management to design scalable, AI-enabled solutions.
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.
Benefits
- Inclusion at Bumble Inc.
- Equal opportunity employer that encourages diverse applicants
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AI support toolsworkflow designcontinuous improvementperformance metricsdata interpretationSierra AIZendeskCRM systemsautomationscalable workflows
Soft skills
people leadershipteam developmentcommunicationanalytical mindsetcuriosityinnovationcollaborationproblem-solvingadaptabilitycustomer experience transformation