AI Customer Success Lead

noon; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading tech company in India is seeking a Manager, People Experience to lead the integration of AI capabilities in customer support operations. The role involves leveraging data to enhance customer experience, implementing AI workflows, and collaborating across teams to achieve key success metrics. Ideal candidates have a strong background in customer success or digital transformation with at least 5 years of experience.

Qualifications

• 5-8 years of experience in Customer Success or Digital Transformation.
• Proven track record in integrating AI in organizations.
• Excellent in analyzing complex datasets.

Responsibilities

• Leverage data to identify opportunities for productivity and retention.
• Implement AI powered workflows to enhance customer support.
• Partner with L&D to create training relevant to AI capabilities.

Skills

Excellent cross-functional communication

AI solution integration experience

Data analysis and storytelling

Proven ability to translate business pain-points

Education

Bachelor’s degree in computer science or MBA

Job description

Manager, People Experience @ noon | Human Resources Management

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a AI Customer Success Lead who can help us move even faster.

noon’s mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

We’re looking for an AI-driven leader to help us transform our customer support capabilities across the businesses and drive our next phase of growth in the region.

You’ll play a crucial role in filling gaps between our people, technology and processes with a single goal of embedding AI into all aspects of Customer facing channels. Our vision is to develop world class customer support operations with cutting-edge technology.

In short, you’ll own Consumer AI strategy for the group business spanning all customer touchpoints, craft strategies and implement them.

Key Responsibilities

• Leverage data to identify key opportunities in specific domains such as productivity, retention & experience and propose suitable AI tool(s) with measurable impact
• Conceptualize and implement AI powered workflows with an objective to reduce contact rate, reduce handling time and analyze customer sentiment for a tailored resolution
• Cross-collaborate with different teams mainly technology, product, data engineering, business and commercial and consolidate consumer insights into systems for decision making
• Develop and implement Co-pilot for chat and inbound support, leveraging insights from customer sentiments, pain point, customer profile & knowledge base to craft instantaneous unique responses specifically tailored to solve customer’s concerns
• Use data and summarization of past customer interactions and personalize customer experiences across different channels
• Upskill the CS teams to familiarize and actively use AI capabilities including prompt construction and data interpretation
• Partner with L&D and create relevant courses and playbooks
• Design a feedback loop between engineering, CS and product teams to continuously evolve capabilities
• Define and track key success metrics such as CSAT, Contact Deflection, AI Adoption and Resolution Rates
• Turn success into stories, how AI helped business in streamlining support and it’s cost impact

What you’ll need

• Bachelor’s degree in computer science or MBA from a top tier institute or a professional course in AI from a recognized institution would be an advantage
• 5-8 years of experience in Customer Success, Customer Experience or Digital Transformation
• Proven track record of integrating AI solutions in large/complex organizations with clear outcomes
• Excellent cross-functional communication – comfortable working with tech and non-tech teams
• Excellent in analyzing complex, unorganized and large database and storytelling
• Proven ability to translate business and functional pain-points into clear AI/Tech solutions
• Bonus - Experience in SaaS, e-commerce, or high-growth tech environments

Who will excel?

• We’re looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.