Customer Support & Experience Architect

Job Title:Customer Support & Experience Architect
Location: Dubai, UAE


Job Summary
Design and implement AI-driven customer experience solutions  Develop multichannel support systems, integrate CRM and automation tools, and create seamless AI-to-human escalation flows.

Key Responsibilities

- Architecting AI Workflows: Design and deploy Agentic AI workflows using GPT-4o, LangChain, and custom flows
- Multichannel Support: Develop a multichannel support stack including WhatsApp, in-app chat, web, IVR, and more
- CRM Integration: Lead the integration of CRM and automation tools for a unified customer view
- AI to Human Escalation: Create seamless escalation flows from AI to human support
- KPI Setup: Establish KPIs, routing logic, and playbooks for scalable tenant and landlord support

Requirements

- Experience: 4+ years in CX, Support Ops, or Solution Design
- AI Expertise: Proven experience building or leading AI-assisted support systems
- Technical Skills: Familiarity with tools like Freshdesk, HubSpot, Twilio, WATI, SleekFlow, Gupshup, Make, and Zapier
- Startup Environment: Ability to thrive in high-growth startup environments
- UAE Market Knowledge: Familiarity with the UAE market and Arabic-English support design
- Fintech/Proptech/SaaS Experience: Experience in customer experience design for fintech, proptech, or SaaS industries


Remote Work: This is a fully remote role, but candidates in or near the UAE time zone are preferred