Senior Multilingual AI & Customer Experience Lead

Openkrill; United States; À distance; USD 49 000 - 82 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Visa sponsorship

Health insurance

Relocation assistance

Résumé du poste

Openkrill is seeking a Senior Customer Experience Specialist in Dubai to bridge high-touch support with AI-driven automation. You will manage multilingual customer conversations while configuring, training, and refining automated workflows and AI agents to elevate global support operations.

The role emphasizes CRM management, omnichannel routing, and data-driven improvements across CSAT, NPS, and FCR metrics. You’ll collaborate cross-functionally to improve processes and documentation.

Qualifications

• 3–5+ years in Customer Success, Technical Support, or Operations in fast-paced tech/SaaS/e-commerce.
• Full professional fluency in English plus 2+ additional languages.
• Experience administering customer support platforms (Zendesk/Salesforce/Intercom/HubSpot).
• Familiarity with AI tools and workflow automation is a plus.

Responsabilités

• Provide high-tier multilingual support across Email, Live Chat, WhatsApp, and Phone.
• Manage CRM architecture, routing, tickets, and SLA metrics.
• Build, deploy, and fine-tune AI agents, chatbots, and auto email flows.
• Collaborate with product/engineering/marketing to feed customer insights.

Connaissances

Multilingual support

Customer Success

SaaS experience

CRM administration

Data-driven decisions

Outils

Zendesk

Salesforce

Intercom

HubSpot

Freshdesk

Description du poste

Openkrill is seeking a Senior Customer Experience Specialist in Dubai to bridge high-touch support with AI-driven automation. You will manage multilingual customer conversations while configuring, training, and refining automated workflows and AI agents to elevate global support operations.

The role emphasizes CRM management, omnichannel routing, and data-driven improvements across CSAT, NPS, and FCR metrics. You’ll collaborate cross-functionally to improve processes and documentation.