Customer Support & Experience Architect

Overview

Job Title:

Customer Support & Experience Architect

Location:

Dubai, UAE

Design and implement AI-driven customer experience solutions. Develop multichannel support systems, integrate CRM and automation tools, and create seamless AI-to-human escalation flows.

• Architect AI workflows:
  Design and deploy Agentic AI workflows using GPT-4o, Lang Chain, and custom flows
• Multichannel Support:
  Develop a multichannel support stack including Whats App, in-app chat, web, IVR, and more
• CRM Integration:
  Lead the integration of CRM and automation tools for a unified customer view
• AI to Human Escalation:
  Create seamless escalation flows from AI to human support
• KPI Setup:
  Establish KPIs, routing logic, and playbooks for scalable tenant and landlord support

• Experience:
  
  4+ years in CX, Support Ops, or Solution Design
• AI Expertise:
  Proven experience building or leading AI-assisted support systems
• Technical
  
  Skills:
  
  Familiarity with tools like Freshdesk, Hub Spot, Twilio, WATI, Sleek Flow, Gupshup, Make, and Zapier
• Startup Environment:
  Ability to thrive in high-growth startup environments
• UAE Market Knowledge:
  Familiarity with the UAE market and Arabic-English support design
• Fintech/Proptech/SaaS
  
  Experience:
  
  Experience in customer experience design for fintech, proptech, or SaaS industries

Remote Work:
This is a fully remote role, but candidates in or near the UAE time zone are preferred