About the Role

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.

About the Role

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.

What You'll Do

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