At a Glance
- Tasks: Ensure AI interactions are empathetic and accurate while enhancing user experience.
- Company: Join Bumble, a leader in creating healthy relationships through technology.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Embrace a collaborative environment that values respect and curiosity.
- Why this job: Be part of a mission-driven team shaping the future of AI in customer support.
- Qualifications: Experience in customer service and familiarity with AI systems preferred.
The predicted salary is between 25000 - 29000 £ per year.
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.
What you’ll do:
- 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 — living Bumble’s values of Courage and Curiosity every day.
About You:
- You have some experience in customer service within a fast-paced, service-oriented environment, though we welcome candidates with alternative backgrounds that demonstrate equivalent skills.
- Familiarity with conversational AI systems and chatbots.
- You have a sharp eye for detail and can objectively evaluate conversations against process and policy standards.
- Knowledge of CX operations, quality assurance, moderation frameworks, or policy compliance workflows is beneficial.
- You’re comfortable working with digital tools and platforms and can quickly adapt to new software systems.
- You understand the importance of calibration and consistency in QA scoring and will take pride in surfacing concise and meaningful insights to improve the customer experience.
- You work collaboratively, demonstrate ownership of your impact, and embrace feedback as part of growth modeling Bumble’s values of Respect and Curiosity.
£30,000 - £35,000 a year
About Us:
Bumble Inc. is the parent company of Bumble Date, BFF, and Badoo. The Bumble platform enables people to build healthy and equitable relationships, through Kind Connections. Founded by Whitney Wolfe Herd in 2014, Bumble was one of the first dating apps built with women at the center and connects people across dating (Bumble Date) and friendship (BFF). BFF is a friendship app where people in all stages of life can meet people nearby and create meaningful platonic connections and community based on shared interests. Badoo, which was founded in 2006, is one of the pioneers of web and mobile dating products.
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).
AI in Bumble Inc. Hiring:
At Bumble, we may use AI tools to support parts of our recruitment process — such as helping us record, transcribe, and summarize conversations, and supporting job alignment by comparing resumes and job descriptions to highlight skills and potential roles that may be a good match. These tools help us work more efficiently and stay focused on you during our conversations. Importantly, all hiring decisions are made by people. AI is used only to support our team’s efficiency and improve the candidate experience — not to evaluate or decide on your candidacy. Participation in AI-supported interviews and conversations is completely voluntary and will not impact your candidacy. If you’d prefer to opt out, simply let your recruiter or interviewer know at the start of a call, or anytime during the interview or conversation. Summaries and related data are retained only as long as needed in line with our internal data retention policies. If at any point you’d like a transcription or summary deleted, please contact your recruiter directly. For further information on how we hold and manage your data, please refer to our Privacy Policy.
Operations Specialist, AI Enablement employer: Bumble Inc.
At Bumble, we pride ourselves on being an exceptional employer, fostering a culture of inclusivity and growth. Our commitment to employee development is reflected in our generous benefits package, including unlimited PTO, a personal learning budget, and enhanced parental leave, all designed to support your well-being and career progression. Join us in our vibrant location where curiosity and courage drive innovation, and be part of a team that values respect and collaboration in every decision.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Specialist, AI Enablement
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bumble Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bumble Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operations Specialist, AI Enablement
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bumble Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Bumble Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bumble Inc.!
How to prepare for a job interview at Bumble Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
