Customer Success and Support Expert

AppliedAI; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading AI technology company in Abu Dhabi is looking for a Customer Success & Support Expert to provide top-tier support and enhance customer satisfaction. The role involves onboarding new users, troubleshooting issues, and developing strong customer relationships. With a dynamic workplace and opportunities for professional growth, join a company committed to innovative solutions in artificial intelligence.

Benefits

Opportunity to work with a leading AI technology company.

Collaborative and innovative work environment.

Career growth and professional development opportunities.

Housing and transportation provided.

Qualifications

• 3+ years in customer support, customer success, or related role in a SaaS, AI, or tech-driven company.
• Experience in AI, automation, or workflow platforms is a plus.

Responsibilities

• Serve as the first point of contact for customer inquiries via email, chat, and calls.
• Guide new customers through the onboarding process and ensure smooth adoption of the platform.
• Monitor customer engagement and success metrics to identify areas for improvement.

Skills

Organizational skills

Interpersonal skills

Communication skills

Problem-solving skills

Education

3+ years in customer support or related role

Experience in SaaS, AI, or tech-driven company

Job description

About Us:

The Applied AI Company (AppliedAI) is a pioneering AI technology company headquartered in Abu Dhabi, committed to innovation and excellence in artificial intelligence solutions in regulated industries such as healthcare, insurance, government, and financial services. We are seeking a skilled and dynamic [Insert Title] to join our team and lead our human resources initiatives, ensuring a positive, engaged and productive workplace environment as we scale.

Position Overview:

As a Customer Success & Support Expert, you will be responsible for providing top-tier support, onboarding new users (customers and experts), driving customer satisfaction, and proactively ensuring customers achieve their desired outcomes with our technology. This role demands a mix of technical knowledge, problem-solving skills, and a customer-first approach. The ideal candidate will have a strong background in customer service and experience in the tech industry.

Key Responsibilities:

Customer Support

• Serve as the first point of contact for customer inquiries via email, chat, and calls.
• Troubleshoot technical issues and provide resolutions in a timely manner.
• Collaborate with engineering and product teams to resolve escalated issues.

Customer Success & Onboarding

• Guide new customers through the onboarding process and ensure smooth adoption of the platform.
• Conduct training sessions, webinars, and Q&A sessions to educate users.
• Develop and maintain customer knowledge bases, FAQs, and support documentation.

Customer Relationship Management

• Build strong relationships with customers and understand their business needs.
• Proactively reach out to users to provide guidance, collect feedback, and offer optimizations.
• Act as the voice of the customer and provide insights to internal teams to improve the product.

Performance & Success Metrics

• Monitor customer engagement and success metrics to identify areas for improvement.
• Work towards increasing customer retention, satisfaction, and overall platform adoption.

Qualifications:

• Education and Experience:
• 3+ years in customer support, customer success, or a related role in a SaaS, AI, or tech-driven company.
• Experience in AI, automation, or workflow platforms is a plus.

Additional Skills:

• Excellent organizational and multitasking skills.
• Strong interpersonal and communication skills.
• Ability to handle confidential information with discretion.
• Thrives in a fast-paced environment and navigates ambiguity well.
• Comfortable in a team environment while also being self-driven and autonomous.

Benefits:

• Opportunity to work with a leading AI technology company.
• Collaborative and innovative work environment.
• Growing, entrepreneurial and forward-thinking culture.
• Career growth and professional development opportunities.
• Exposure to a thriving ecosystem working from our Abu Dhabi HQ.

Salary and benefits:

AED 3500 per month

Housing and transportation provided