At a Glance
- Tasks: Support AI workflows and enhance customer experiences in a dynamic environment.
- Company: Join a forward-thinking tech company focused on innovation and inclusivity.
- Benefits: Enjoy unlimited PTO, private health insurance, and a personal development budget.
- Other info: Great opportunity for growth in a fast-paced, high-tech environment.
- Why this job: Make a real impact by optimising AI support experiences and collaborating with diverse teams.
- Qualifications: 1-3 years in customer support or related fields; strong attention to detail required.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking an AI Workflow & Experience Specialist to support the development and continuous improvement of AI-powered support experiences within our Customer Experience organization. This role focuses on executing and refining workflows within established frameworks to improve customer outcomes and operational efficiency.
You will work closely with the AI Support Experience & Tooling Manager, and cross-functional partners to implement AI journeys, resolve known gaps within our chat support experience, and support ongoing optimization efforts.
Key Responsibilities
- AI Workflow Execution & Configuration
- Build and update AI workflows based on defined requirements and playbooks.
- Configure intents, routing, escalation paths, and API-driven logic within established guidelines.
- Support AI-to-human handoffs, ensuring required context is passed accurately.
- Apply tone, voice, and prompt guidelines to maintain consistent AI interactions.
- Implement fallback and recovery flows using best practices.
- Support improvements to AI-to-human handoffs using existing frameworks.
- Assist in enhancing agent experience through better data capture and workflow enhancements.
- Workflow Optimization & Quality Improvement
- Execute workflow updates based on QA feedback, performance data, and identified issues.
- Review conversations and workflow performance to identify gaps or inconsistencies.
- Support testing (scenario testing, basic A/B testing) and monitor workflows post-launch.
- Troubleshoot workflow issues and implement fixes for known gaps (e.g., incorrect responses, routing errors).
- Escalate complex issues or edge cases to Support Operations or senior team members.
- Cross-Functional Collaboration
- Partner with Support Operations and Knowledge teams to gather inputs for workflow updates, and support ongoing workflow improvements.
- Assist in implementing changes related to new features, policies, or content updates.
- Align with manager on priorities, timelines, and deliverables.
What We're Looking For
- 1–3 years of experience in Customer Support Operations, QA, Knowledge Management, CX tooling, or similar roles.
- Hands-on experience with support platforms such as Zendesk or comparable systems.
- Experience working with workflows, automations, or structured processes.
- Strong attention to detail and ability to follow defined guidelines and playbooks.
- Basic analytical skills with the ability to review data and identify clear issues or trends.
- Ability to manage tasks independently within a defined scope.
- Strong communication and collaboration skills across technical and non-technical teams.
- Interest in AI, automation, and improving customer experience.
Nice to Have
- Exposure to AI-powered support tools (e.g., Sierra, Forethought, or similar).
- Basic familiarity with APIs or working with structured data (e.g., JSON fields, response objects).
- Experience updating or maintaining low-code/no-code workflows.
- Exposure to QA processes, conversation review, or content optimization.
- Experience supporting testing efforts (e.g., A/B testing, scenario-based testing).
- Familiarity with fast-paced, high-growth tech or CX environments.
Benefits & Perks
- Annual personal learning & development budget.
- Private Medical Insurance (PMI).
- Private Dental Insurance.
- Babylon Health app.
- Mental health support.
- Enhanced parental leave, including a highly competitive maternity package.
- Unlimited PTO.
- Subsidised gym membership.
- ‘Double matched’ pension contributions up to 6%.
- Premium App Access.
Final Compensation
Will be determined based on factors such as the selected candidate’s qualifications, relevant experience, skill set, and other job-related considerations.
Inclusion at Bumble Inc.
Bumble Inc. is an equal opportunity employer and we strongly encourage people of all ages, colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, people with disabilities, and neurodivergent people to apply. We're happy to make any reasonable adjustments that will help you feel more confident throughout the process, please don't hesitate to let us know how we can help. In your application, please feel free to note which pronouns you use (For example: she/her, he/him, they/them, etc).
Specialist, AI Workflow & Experience - 6 Month FTC in London employer: Bumble Inc.
At Bumble Inc., we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and well-being. As an AI Workflow & Experience Specialist, you will benefit from our commitment to continuous learning with an annual personal development budget, alongside comprehensive health benefits and unlimited PTO, all within a fast-paced tech environment that values innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist, AI Workflow & Experience - 6 Month FTC in London
✨Tip Number 1
Get to know the company inside out! Research their AI initiatives and customer support strategies. This will help you tailor your conversations and show that you're genuinely interested in how you can contribute.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to AI workflows and customer experience. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your relevant experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Specialist, AI Workflow & Experience - 6 Month FTC in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with AI workflows and customer support. We want to see how your skills align with the role, so don’t hold back on showcasing relevant projects!
Showcase Your Attention to Detail:Since this role requires a keen eye for detail, be sure to proofread your application. We appreciate clear and concise communication, so make it easy for us to see your strengths without any typos or errors.
Highlight Collaboration Skills:This position involves working closely with various teams, so let us know about your teamwork experiences. Share examples of how you’ve collaborated on projects or resolved issues in a team setting to demonstrate your fit for our culture.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Bumble Inc.
✨Know Your AI Workflows
Before the interview, brush up on your understanding of AI workflows and how they function within customer support. Familiarise yourself with common tools like Zendesk and be ready to discuss how you've used them in past roles.
✨Showcase Your Analytical Skills
Be prepared to talk about how you've identified issues or trends in workflow performance. Bring examples of how you've used data to improve processes or resolve gaps in customer experiences.
✨Emphasise Collaboration
This role requires working closely with various teams. Share specific instances where you've successfully collaborated with technical and non-technical teams to implement changes or improvements in workflows.
✨Demonstrate Attention to Detail
Highlight your ability to follow defined guidelines and playbooks. Discuss how your attention to detail has helped you execute workflow updates or troubleshoot issues effectively in previous positions.
