Senior Multilingual AI & Customer Experience Specialist

Openkrill; United States; Remote; USD 49,000 - 82,000; Full time

Benefits offered by this job

Competitive salary

Visa sponsorship

Health insurance

Relocation assistance

Job summary

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.

Responsibilities

• 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.

Skills

Multilingual support

Customer Success

SaaS experience

CRM administration

Data-driven decisions

Tools

Zendesk

Salesforce

Intercom

HubSpot

Freshdesk

Job description

Your missionWe 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

1. 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.

2. 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.

3. 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.

4. 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).