About this role
Your mission We are seeking an innovative, tech-savvy, and multilingual <b style="font-weight:700;">Senior Customer Experience Specialist</b> 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.<br><br><div style="margin:4px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">Key Responsibilities<br></b><br><b style="font-weight:700;">1. Multilingual Support & Operations</b></div><ul style="margin:4px 0 4px 24px;padding:0;"><li style="margin:2px 0;padding:0;color:#1d1c1d;">Provide high-tier, omnichannel customer support (Email, Live Chat, WhatsApp, Phone) across target markets in multiple languages.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Maintain exceptional service quality, resolve complex user inquiries, and uphold localized brand voice standards across regional customer segments.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Adapt content, templates, and communication assets for native fluency and cultural relevance.<br><br></li></ul><div style="margin:4px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">2. CRM & Support Tool Management</b></div><ul style="margin:4px 0 4px 24px;padding:0;"><li style="margin:2px 0;padding:0;color:#1d1c1d;">Manage, configure, and maintain the daily architecture of modern CRM and support platforms (e.g. Salesforce Service Cloud, HubSpot, Gorgias, or Intercom).</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Set up, monitor, and optimize omnichannel routing, ticketing views, custom fields, tags, and SLA tracking metrics.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Leverage analytics and support dashboards to monitor customer satisfaction (CSAT, NPS), First Contact Resolution (FCR), and handle times.<br><br></li></ul><div style="margin:4px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">3. AI Agents & Workflow Automation</b></div><ul style="margin:4px 0 4px 24px;padding:0;"><li style="margin:2px 0;padding:0;color:#1d1c1d;">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).</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Design, build, and test automated customer journeys, chatbot conversational trees, and email automation flows.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Create automated integrations between the CRM and internal tech stacks using tools like Zapier, Make, or Webhooks to reduce manual agent effort.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Analyze bot performance data, review failed conversational paths, and continuously train AI models to expand resolution capabilities.<br><br></li></ul><div style="margin:4px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">4. Process Optimization & Strategy</b></div><ul style="margin:4px 0 4px 24px;padding:0;"><li style="margin:2px 0;padding:0;color:#1d1c1d;">Audit recurring support requests to identify friction points and automate redundant manual processes.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Collaborate with product, engineering, and marketing teams to feed customer insights back into operational strategies.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Author and update internal technical documentation, Standard Operating Procedures (SOPs), and external customer-facing Help Center articles in multiple languages.</li></ul><br> Your profile <ul style="margin:4px 0 4px 24px;padding:0;"><li style="margin:2px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">Location & Availability:</b> Must be based in Dubai, UAE (or willing to relocate) and eligible for full-time employment.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">Language Proficiency:</b> Full professional fluency (written and spoken) in <b style="font-weight:700;">English</b> plus <b style="font-weight:700;">[2+ additional required languages, e.g., Arabic, French, Spanish, German, or Mandarin]</b>.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">Experience:</b> 3–5+ years of experience in Customer Success, Technical Support, or Operations in a fast-paced tech, SaaS, or e-commerce environment.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">CRM Systems:</b> Hands-on experience administering customer support platforms (e.g., Zendesk, Salesforce, Intercom, HubSpot, Freshdesk).</li><li style="margin:2px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">AI & Automations:</b> Demonstrated experience configuring AI support bots, LLM prompt engineering for support, workflow builders, or automation tools (Zapier, Make, native CRM rule engines).</li><li style="margin:2px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">Technical Aptitude:</b> Familiarity with APIs, webhooks, JSON data structures, or basic HTML/CSS is a plus.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">Problem-Solving:</b> Analytical mindset with strong data-driven decision-making abilities and high attention to detail.</li></ul> Why us? <div style="margin:0;padding:0;color:#1d1c1d;"><div style="margin:0;padding:0;color:#1d1c1d;"><div style="margin:0;padding:0;color:#1d1c1d;"><div style="margin:0;padding:0;color:#1d1c1d;"><div style="margin:0;padding:0;color:#1d1c1d;"><div style="margin:0;padding:0;color:#1d1c1d;"><div style="margin:0;padding:0;color:#1d1c1d;"><div style="margin:0;padding:0;color:#1d1c1d;"><div style="margin:0;padding:0;color:#1d1c1d;"><div style="margin:0;padding:0;color:#1d1c1d;"><div style="margin:0;padding:0;color:#1d1c1d;"><ul style="margin:4px 0 4px 24px;padding:0;"><li style="margin:2px 0;padding:0;color:#1d1c1d;">Competitive salary and benefits package in Dubai.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Visa sponsorship and comprehensive health insurance.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Fast-paced, international working environment with clear paths for career growth in AI operations and customer success leadership.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Relocation assistance (if applicable).</li></ul></div></div></div></div></div></div></div></div></div></div></div>