Senior EIR

Justlife.com; United Arab Emirates; On-site; AED 279,000 - 502,000; Full time

Job summary

Justlife is seeking a Senior EIR Fulfillment - CX to own and rebuild our UAE customer experience operations in Dubai, UAE. You will lead end-to-end support, design AI-driven improvements, and implement automation to make support faster, cheaper and more loved.

You'll work directly with the Director of Customer Experience to scale a high-volume marketplace, measure CSAT and response metrics, and grow the team with a strong priority on outcomes and ownership.

Qualifications

• Must-haves strong first-principles problem solver who breaks ambiguous problems down and rebuilds better systems.
• Real AI chops hands-on with LLM tools and a track record of shipping automation that moved the needle.
• An operator who is equally comfortable in the queue and in the strategy deck.
• Data-fluent and outcome-obsessed you live in the metrics and own the result.
• A people leader who can manage and develop a team while raising the bar.
• Nice-to-have customer support experience in a high-volume marketplace or e-commerce.

Responsibilities

• Own day-to-day support operations end to end—reachability, quality, speed, coverage, and team health.
• Diagnose root causes from first principles and kill issues that generate tickets, not just clear the queue.
• Design and ship support-improvement projects, including automation, self-serve AI agents, and process redesign.
• Deploy AI LLM tooling across the support stack—deflection bots, copilots, auto-QA, and intelligent routing.
• Lead and grow the support team, set the bar, build the playbook, and raise talent density.

Skills

First-principles problem solving

Hands-on AI/LLM tooling

Automation shipping experience

Data-driven / metrics

People leadership

Queue management

Job description

Senior EIR Fulfillment - CX Dubai UAE On-site Full-time Reports to Director of Customer Experience

The MissionJustlife is one of the region s fastest-growing consumer platforms and we re scaling fast across the UAE and KSA Our customers love us but our support function isn t yet world-class and we re rebuilding it from the ground up AI-first We re looking for one person to own that rebuild end to end This is a builder s role part operator part product thinker part AI tinkerer You ll run daily support operations while you design and ship the improvements that make support faster cheaper and more loved You won t just clear the queue you ll remove the need for it Real budget Real autonomy Direct line to senior leadership And real room to grow as we scale

What You’ll Own

Own day-to-day support operations end to end reachability quality speed coverage and team health Diagnose root causes from first principles and kill the issues that generate tickets not just clear the queue Design and ship support-improvement projects automation self-serve AI agents deflection and process redesign Deploy AI LLM tooling across the support stack deflection bots agent copilots auto-QA and intelligent routing Partner with Product Ops and Tech to fix upstream problems and close feedback loops Lead and grow the support team set the bar build the playbook and raise the talent density

How success is measured

CSAT first-response and resolution time cost-per-contact contact rate and automation rate You set the metric then you move it

Who You Are

Must-haves A strong first-principles problem solver who breaks ambiguous problems down and rebuilds better systems. Real AI chops hands-on with LLM tools and a track record of shipping automation that moved the needle. An operator who is equally comfortable in the queue and in the strategy deck. Data-fluent and outcome-obsessed you live in the metrics and own the result. A people leader who can manage and develop a team while raising the bar. Nice-to-have Customer support experience in a high-volume marketplace on-demand or e-commerce business ideally building or scaling a support function from messy to world-class. Consulting background MBB Kearney and or start-up experience

Dealbreakers

Queue-manager mindset only we need someone who removes the need for the queue not just staffs it No ownership of outcomes execution-only profiles won t carry this scope

Why This Is Rare

Ownership amp scope own and rebuild a core function end to end not a slice of it AI mandate build AI-first support with real budget and backing not slideware Impact amp visibility work directly with senior leadership at one of the region s fastest-growing consumer platforms Builder s playground a fix-it 0-to-1 environment for someone who loves solving problems at the root Room to grow as we scale across the UAE and KSA so does the scope this is a role with a ceiling well above it

The details

Location Dubai UAE on-siteSchedule 5 days week with active coverage during peak demand including weekends

Justlife is an equal-opportunity employer we hire on merit and do not discriminate on the basis of age gender marital status nationality or any protected characteristic

Share Must-haves

A strong first-principles problem solver who breaks ambiguous problems down and rebuilds better systems. Real AI chops hands-on with LLM tools and a track record of shipping automation that moved the needle. An operator who is equally comfortable in the queue and in the strategy deck. Data-fluent and outcome-obsessed you live in the metrics and own the result. A people leader who can manage and develop a team while raising the bar.