Bumble Inc.
Member Support
Specialist,AIWorkflow&Experience-6MonthFTC
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“Specialist, AI Workflow & Experience - 6 Month FTC at Bumble Inc.. Skills: AI Workflow, Automation delivery, Operational support. Build AI workflows. Update AI workflows”
Industry & Context.
Troubleshoot workflow issues; Identify issues; Identify trends
What They're Looking For.
Must Have
1–3 years of experience in Customer Support Operations, 1–3 years of experience in QA, 1–3 years of experience in Knowledge Management, 1–3 years of experience in CX tooling, Hands-on experience with support platforms, Experience working with workflows, Experience working with automations, Experience working with structured processes, Attention to detail, Ability to follow defined guidelines, Ability to follow defined playbooks, Basic analytical skills, Ability to review data, Ability to identify clear issues, Ability to identify clear trends, Ability to manage tasks independently, Communication skills across technical and non-technical teams, Collaboration skills across technical and non-technical teams, Interest in AI, Interest in automation, Interest in improving customer experience
Nice to Have
Exposure to AI-powered support tools, Basic familiarity with APIs, Basic familiarity with working with structured data, Experience updating low-code workflows, Experience maintaining low-code workflows, Experience updating no-code workflows, Experience maintaining no-code workflows, Exposure to QA processes, Exposure to conversation review, Exposure to content optimization, Experience supporting testing efforts, Familiarity with fast-paced environments, Familiarity with high-growth tech environments, Familiarity with high-growth CX environments
What You'll Do.
Configure escalation paths
Configure API-driven logic
Support AI-to-human handoffs
Pass context accurately
Apply tone guidelines
Apply voice guidelines
Apply prompt guidelines
Maintain consistent AI interactions
Implement fallback flows
Implement recovery flows
Support improvements to AI-to-human handoffs
Enhance agent experience
Execute workflow updates
Review workflow performance
Identify inconsistencies
Monitor workflows post-launch
Implement fixes for known gaps
Escalate complex issues
Gather inputs for workflow updates
Support ongoing workflow improvements
Implement changes for new features
Implement changes for policies
Implement changes for content updates
Align with manager on priorities
Align with manager on timelines
Align with manager on deliverables
How You'll Work.
Team & Collaboration
Cross-functional teams; Support Operations; Knowledge teams; Technical teams; Non-technical teams
Full Job Description
## Description About the Role We're looking for a detail-oriented, technically capable specialist to help us work smarter across our billing operations, pricing configuration, and fraud monitoring workflows. This isn't a role to build a new AI platform from scratch, it's about embedding yourself in our existing processes, understanding where the friction is, and using modern AI tooling to reduce manual, repetitive work so our team can focus on higher-value activities. You'll split your time roughly 60/40 between hands-on automation delivery and operational support, with the operational side serving as your window into the workflows you'll be improving. ## What You'll Do Key ResponsibilitiesAI Workflow Execution & ConfigurationBuild and update AI workflows based on defined requirements and playbooksConfigure intents, routing, escalation paths, and API-driven logic within established guidelinesSupport AI-to-human handoffs, ensuring required context is passed accuratelyApply tone, voice, and prompt guidelines to maintain consistent AI interactionsImplement fallback and recovery flows using best practicesSupport improvements to AI-to-human handoffs using existing frameworksAssist in enhancing agent experience through better data capture and workflow enhancements Workflow Optimization & Quality ImprovementExecute workflow updates based on QA feedback, performance data, and identified issuesReview conversations and workflow performance to identify gaps or inconsistenciesSupport testing (e.g., scenario testing, basic A/B testing) and monitor workflows post-launchTroubleshoot 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 CollaborationPartner with Support Operations and Knowledge teams to gather inputs for workflow updates, and support ongoing workflow improvementsAssist in implementing changes related to new features, policies,
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