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Customer Support & Experience Architect
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
Tools
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, 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
- 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
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.