Customer Support & Experience Architect

Leading Edge; Dubai; Hybrid; AED 60,000 - 120,000; Full time

Job summary

A technology solutions provider is seeking a Customer Support & Experience Architect in Dubai. This role involves designing AI-driven customer experience solutions and developing multichannel support systems. Candidates should have over 4 years of experience in customer experience design, a strong grasp of CRM integration, and familiarity with the UAE market. The position is fully remote but prefers candidates near the UAE time zone.

Qualifications

• 4+ years of experience in Customer Experience, Support Operations, or Solution Design.
• Proven experience in building or leading AI-assisted support systems.
• Familiarity with UAE market and Arabic-English support design.

Responsibilities

• Design and deploy AI workflows using GPT-4o and LangChain.
• Develop multichannel support stack including web, in-app chat, IVR.
• Lead CRM and automation tools integration for unified customer view.

Skills

Customer Experience Management

AI-driven Solution Design

CRM Integration

Multichannel Support

KPI Setup

Tools

Freshdesk

HubSpot

Twilio

Zapier

Job description

Overview

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

• Architect 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