Customer Support & Experience Architect

Leading Edge; Dubai; Remote; AED 120,000 - 180,000; Full time

Job summary

A leading company in the UAE is seeking a Customer Support & Experience Architect to design and implement AI-driven customer experience solutions. The ideal candidate will have experience in customer experience support operations, thrive in startup environments, and possess knowledge of the UAE market.

Qualifications

• 4 years experience in CX Support Ops or Solution Design.
• Experience in AI-assisted support systems.
• Familiarity with tools such as Freshdesk, HubSpot, and Twilio.

Responsibilities

• Design and implement AI-driven customer experience solutions.
• Architect AI workflows and develop multichannel support systems.
• Lead the integration of CRM and automation tools.

Skills

AI Expertise

Customer Experience Design

CRM Integration

Technical Skills

Startup Environment Adaptability

UAE Market Knowledge

Tools

Freshdesk

HubSpot

Twilio

WATI

SleekFlow

Gupshup

Make

Zapier

Job description

Job Title:Customer Support & Experience Architect
Location: Dubai UAE

Job Summary
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.

Key Responsibilities
- Architecting AI Workflows: Design and deploy Agentic AI workflows using GPT-4o LangChain and custom flows
- Multichannel Support: Develop a multichannel support stack including WhatsApp 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
Requirements
- 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 HubSpot Twilio WATI SleekFlow 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