Customer Support & Experience Architect
Client of LeadingEdge HR Solutions
Posted 30+ days ago
|The job is old & position might be filled
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Experience
4 - 7 Years
Job Location
Education
Bachelor of Architecture(Architecture)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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
Company Industry
Department / Functional Area
Keywords
- Customer Support & Experience Architect
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Client of LeadingEdge HR Solutions