Your mission
We are seeking an innovative, tech-savvy, and multilingual
Senior Customer Experience Specialist to join our team in Dubai. In this role, you will bridge the gap between traditional high-touch customer support, modern CRM architecture, and cutting-edge AI automation. You will be responsible for managing day-to-day customer interactions across multiple languages while continuously configuring, optimizing, and training automated workflows and AI agents to elevate our global support operations.
Key Responsibilities
1. Multilingual Support & Operations- Provide high-tier, omnichannel customer support (Email, Live Chat, WhatsApp, Phone) across target markets in multiple languages.
- Maintain exceptional service quality, resolve complex user inquiries, and uphold localized brand voice standards across regional customer segments.
- Adapt content, templates, and communication assets for native fluency and cultural relevance.
2. CRM & Support Tool Management- Manage, configure, and maintain the daily architecture of modern CRM and support platforms (e.g. Salesforce Service Cloud, HubSpot, Gorgias, or Intercom).
- Set up, monitor, and optimize omnichannel routing, ticketing views, custom fields, tags, and SLA tracking metrics.
- Leverage analytics and support dashboards to monitor customer satisfaction (CSAT, NPS), First Contact Resolution (FCR), and handle times.
3. AI Agents & Workflow Automation- Build, deploy, and fine-tune AI agents, LLM-powered bots, and self-service knowledge bases (e.g., Fin, Zendesk AI, Ada, Chatfuel, or custom API solutions).
- Design, build, and test automated customer journeys, chatbot conversational trees, and email automation flows.
- Create automated integrations between the CRM and internal tech stacks using tools like Zapier, Make, or Webhooks to reduce manual agent effort.
- Analyze bot performance data, review failed conversational paths, and continuously train AI models to expand resolution capabilities.
4. Process Optimization & Strategy- Audit recurring support requests to identify friction points and automate redundant manual processes.
- Collaborate with product, engineering, and marketing teams to feed customer insights back into operational strategies.
- Author and update internal technical documentation, Standard Operating Procedures (SOPs), and external customer-facing Help Center articles in multiple languages.
Your profile
- Location & Availability: Must be based in Dubai, UAE (or willing to relocate) and eligible for full-time employment.
- Language Proficiency: Full professional fluency (written and spoken) in English plus [2+ additional required languages, e.g., Arabic, French, Spanish, German, or Mandarin].
- Experience: 3–5+ years of experience in Customer Success, Technical Support, or Operations in a fast-paced tech, SaaS, or e-commerce environment.
- CRM Systems: Hands-on experience administering customer support platforms (e.g., Zendesk, Salesforce, Intercom, HubSpot, Freshdesk).
- AI & Automations: Demonstrated experience configuring AI support bots, LLM prompt engineering for support, workflow builders, or automation tools (Zapier, Make, native CRM rule engines).
- Technical Aptitude: Familiarity with APIs, webhooks, JSON data structures, or basic HTML/CSS is a plus.
- Problem-Solving: Analytical mindset with strong data-driven decision-making abilities and high attention to detail.
Why us?
- Competitive salary and benefits package in Dubai.
- Visa sponsorship and comprehensive health insurance.
- Fast-paced, international working environment with clear paths for career growth in AI operations and customer success leadership.
- Relocation assistance (if applicable).
Netherlands
South Africa