Senior Multilingual AI & CX Architect

Sam Media; Netherlands; Vor Ort; EUR 44.000 - 73.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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).

Aufgaben

• 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.

Kenntnisse

Multilingual communication

Customer support operations

CRM systems administration

AI automation

Data analytics

Problem solving

Technical aptitude

Tools

Zendesk

Salesforce

Intercom

HubSpot

Freshdesk

Jobbeschreibung

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