At a Glance
- Tasks: Support AI workflows and enhance customer experiences in a dynamic team.
- Company: Join Bumble Inc., a forward-thinking tech company focused on innovation.
- Benefits: Enjoy unlimited PTO, private health insurance, and a personal development budget.
- Other info: Inclusive workplace with excellent growth opportunities and a focus on mental health.
- Why this job: Be at the forefront of AI technology and make a real difference in customer support.
- Qualifications: 1-3 years in customer support or related fields; strong 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
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.
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.
Specialist, AI Workflow & Experience - 6 Month FTC in London employer: Dormont Manufacturing Co
At Bumble Inc., we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions inclusivity and personal growth. Our commitment to employee development is reflected in our annual learning budget, comprehensive health benefits, and unlimited PTO, all designed to foster a supportive environment where innovation thrives. Located in a fast-paced tech landscape, this role not only allows you to contribute to cutting-edge AI solutions but also provides unique opportunities for collaboration across diverse teams, ensuring your work has a meaningful impact on customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist, AI Workflow & Experience - 6 Month FTC in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Dormont Manufacturing Co.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Dormont Manufacturing Co. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Specialist, AI Workflow & Experience - 6 Month FTC in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Dormont Manufacturing Co.
How to prepare for a job interview at Dormont Manufacturing Co
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Dormont Manufacturing Co's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Dormont Manufacturing Co offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
