Operations Specialist, AI Enablement
Introduction to the role & team
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.
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.
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.
