Senior Multilingual AI & Customer Experience Specialist

Sam Media; Netherlands; On-site; EUR 44,000 - 73,000; Full time

Job summary

Sam Media is seeking a Senior Customer Experience Specialist to join our Dubai team. You will bridge traditional high-touch support with modern CRM architectures and AI automation, handling day-to-day multilingual customer interactions while optimizing automated workflows and AI agents to elevate global support operations.

In this role you will configure and train AI-driven support tools, monitor CSAT and NPS metrics, and collaborate with product and engineering teams to drive customer success

Qualifications

• 3–5+ years of experience in Customer Success, Technical Support, or Operations in a fast-paced tech, SaaS, or e-commerce environment.
• Hands-on experience administering customer support platforms (e.g., Zendesk, Salesforce, Intercom, HubSpot, Freshdesk).
• Demonstrated experience configuring AI support bots, LLM prompt engineering for support, workflow builders, or automation tools (Zapier, Make, native CRM rule engines).
• Full professional fluency in English plus 2+ additional languages (e.g., Arabic, French, Spanish, German, or Mandarin).

Responsibilities

• Provide high-tier, omnichannel customer support across languages and regions.
• Manage, configure, and maintain modern CRM and support platforms (e.g. Salesforce Service Cloud, HubSpot, Gorgias, or Intercom).
• Set up, monitor, and optimize omnichannel routing, ticketing views, custom fields, tags, and SLA tracking metrics.
• Build, deploy, and fine-tune AI agents, LLM-powered bots, and self-service knowledge bases.
• Design, build, and test automated customer journeys, chatbot trees, and email automation flows.
• Create automated integrations between the CRM and internal tech stacks using Zapier, Make, or Webhooks.
• Analyze bot performance data, review failed conversational paths, and train AI models to expand resolution capabilities.

Skills

Multilingual communication

Customer support operations

CRM systems administration

AI automation

Data analytics

Problem solving

Technical aptitude

Tools

Zendesk

Salesforce

Intercom

HubSpot

Freshdesk

Job description

Your mission

We are seeking an innovative, tech-savvy, and multilingual Senior Customer Experience Specialist to join our team in Dubai. In this role, you will bridge the gap between traditional high-touch customer support, modern CRM architecture, and cutting-edge AI automation. You will be responsible for managing day-to-day customer interactions across multiple languages while continuously configuring, optimizing, and training automated workflows and AI agents to elevate our global support operations.

Key Responsibilities

• Multilingual Support & Operations
• Provide high-tier, omnichannel customer support (Email, Live Chat, WhatsApp, Phone) across target markets in multiple languages.
• Maintain exceptional service quality, resolve complex user inquiries, and uphold localized brand voice standards across regional customer segments.
• Adapt content, templates, and communication assets for native fluency and cultural relevance.
• CRM & Support Tool Management
• Manage, configure, and maintain the daily architecture of modern CRM and support platforms (e.g. Salesforce Service Cloud, HubSpot, Gorgias, or Intercom).
• Set up, monitor, and optimize omnichannel routing, ticketing views, custom fields, tags, and SLA tracking metrics.
• Leverage analytics and support dashboards to monitor customer satisfaction (CSAT, NPS), First Contact Resolution (FCR), and handle times.
• AI Agents & Workflow Automation
• Build, deploy, and fine-tune AI agents, LLM-powered bots, and self-service knowledge bases (e.g., Fin, Zendesk AI, Ada, Chatfuel, or custom API solutions).
• Design, build, and test automated customer journeys, chatbot conversational trees, and email automation flows.
• Create automated integrations between the CRM and internal tech stacks using tools like Zapier, Make, or Webhooks to reduce manual agent effort.
• Analyze bot performance data, review failed conversational paths, and continuously train AI models to expand resolution capabilities.
• Process Optimization & Strategy
• Audit recurring support requests to identify friction points and automate redundant manual processes.
• Collaborate with product, engineering, and marketing teams to feed customer insights back into operational strategies.
• Author and update internal technical documentation, Standard Operating Procedures (SOPs), and external customer-facing Help Center articles in multiple languages.

Your profile

• Location & Availability: Must be based in Dubai, UAE (or willing to relocate) and eligible for full-time employment.
• Language Proficiency: Full professional fluency (written and spoken) in English plus [2+ additional required languages, e.g., Arabic, French, Spanish, German, or Mandarin].
• Experience: 3–5+ years of experience in Customer Success, Technical Support, or Operations in a fast-paced tech, SaaS, or e-commerce environment.
• CRM Systems: Hands-on experience administering customer support platforms (e.g., Zendesk, Salesforce, Intercom, HubSpot, Freshdesk).
• AI & Automations: Demonstrated experience configuring AI support bots, LLM prompt engineering for support, workflow builders, or automation tools (Zapier, Make, native CRM rule engines).
• Technical Aptitude: Familiarity with APIs, webhooks, JSON data structures, or basic HTML/CSS is a plus.
• Problem-Solving: Analytical mindset with strong data-driven decision-making abilities and high attention to detail.

Why us?

• Competitive salary and benefits package in Dubai.
• Visa sponsorship and comprehensive health insurance.
• Fast-paced, international working environment with clear paths for career growth in AI operations and customer success leadership.
• Relocation assistance (if applicable).

About Us

Founded in 2006, we are a team of passionate and fearless creatives, marketing experts, developers, and data magicians. Our focus is on delivering exceptional interactive gaming, entertainment, and e-learning experiences to millions of mobile consumers worldwide.

At Sam Media, we develop innovative products using both in-house and third-party content from companies that trust us to unlock new markets.

We are a diverse family and our commitment to pursuing growth and continued learning is one of our core values. We encourage personal initiatives and development by providing opportunities and freedom. Our vibrant social culture includes team nights and regular company activity days. Additionally, Sam Media fosters a recognition and reward culture.