Job Description: Senior Multilingual AI & Customer Experience Specialist

Position Type: Full-time

Location: Dubai, United Arab Emirates (Relocation Assistance Provided)

Department: Customer Care / Customer Support / Client Care

About the Role / Mission

Our Client is seeking an innovative, tech-savvy, and multilingual Senior Customer Experience Specialist to join their team in Dubai. In this role, the candidate will bridge the gap between traditional high-touch customer support, modern CRM architecture, and cutting-edge AI automation.

The successful candidate 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 Client's 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.

Candidate 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 two or more 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.

What Our Client Offers

• 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).