At a Glance
- Tasks: Support AI-powered customer experiences and optimise workflows for better outcomes.
- Company: Join Bumble Inc., a leader in building meaningful connections through innovative tech.
- Benefits: Enjoy personal development budgets, private health insurance, unlimited PTO, and more.
- Other info: Inclusive workplace that values authenticity and diverse perspectives.
- Why this job: Be part of a dynamic team enhancing customer experience with cutting-edge AI technology.
- Qualifications: 1-3 years in customer support or related fields; strong attention to detail and communication skills.
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 (e.g., 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
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.
AI Fluency
AI is important to us. We’re excited by people who are curious and experimental, and who think thoughtfully about how AI can amplify their impact and outcomes. We encourage you to use AI responsibly as you prepare your application. Please don’t use it to fabricate experiences or answer questions live in interviews. We care deeply about authenticity and want to understand your real skills, judgment and voice, because building a meaningful, genuine connection with you matters to us.
Final Compensation
Will be determined based on factors such as the selected candidate’s qualifications, relevant experience, skill set, and other job-related considerations.
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
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.
Specialist, AI Workflow & Experience - 6 Month FTC employer: Bumble
Bumble Inc. is an exceptional employer that fosters a vibrant and inclusive work culture, prioritising employee growth through a generous personal learning and development budget, alongside comprehensive benefits such as private medical and dental insurance, mental health support, and unlimited PTO. Located in a fast-paced tech environment, this role offers the unique opportunity to work at the forefront of AI innovation while collaborating with cross-functional teams to enhance customer experiences, making it a rewarding place for those passionate about technology and customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist, AI Workflow & Experience - 6 Month FTC
✨Tip Number 1
Get to know the company inside out! Research Bumble Inc. and its values, especially around AI and customer experience. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to AI workflows and customer support. Think about your past experiences and how they align with the role, so you can share relevant examples confidently.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the role. They might even share tips that could give you an edge during the interview process.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you top of mind.
We think you need these skills to ace Specialist, AI Workflow & Experience - 6 Month FTC
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the AI Workflow & Experience Specialist role. Highlight your relevant experience in customer support operations and any hands-on work with support platforms like Zendesk. We want to see how your skills align with what we're looking for!
Show Off Your Attention to Detail:In this role, attention to detail is key! When you're writing your application, be sure to showcase examples where you've followed guidelines or improved processes. This will help us see that you can handle the structured workflows we rely on.
Be Authentic:We value authenticity at StudySmarter, so don’t hesitate to let your personality shine through in your application. Share your genuine interest in AI and customer experience, and how you think you can contribute to our mission. Remember, we want to know the real you!
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to keep track of your application and ensure it reaches the right people. Plus, it shows you're keen to join our team!
How to prepare for a job interview at Bumble
✨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 any relevant frameworks. This will help you speak confidently about your experience and how you can contribute to optimising AI interactions.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've used data to identify issues or trends in previous roles. Bring examples of how you've executed workflow updates based on performance data or QA feedback. This demonstrates your ability to analyse and improve processes, which is crucial for this position.
✨Communicate Clearly
Strong communication skills are key in this role, especially when collaborating with cross-functional teams. Practice articulating your thoughts clearly and concisely. Think about how you can explain complex concepts in a straightforward way, as this will be important when discussing AI-to-human handoffs and workflow enhancements.
✨Embrace Curiosity About AI
Show your enthusiasm for AI and its potential to enhance customer experiences. Be ready to share your thoughts on how AI can be responsibly integrated into support processes. This aligns with the company's values and shows that you're genuinely interested in the role and its impact.
