Service Designer, Customer Experience
Tabby
Posted on 27 Oct
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Service Leader, Customer Experience
Department: Training and Quality
Employment Type: Full Time
Location: UAE
Reporting To: Mariam Aerabe
Description
Key Responsibilities
Agent Enablement & Content Design:
Create high-quality, actionable content for agents (guides, FAQs, walkthroughs, quick-reference materials, and eLearning modules).
Translate complex product features, policies, and workflows into simple, scannable, and practical content.
Support Insights & Customer Experience:
Monitor ticket trends, agent feedback, and QA metrics to identify recurring friction points.
Surface agent-observed & customer pain points to Product for actionable improvements.
Cross-Functional Collaboration:
Partner with Product Managers, Ops, QA, and Training teams to co-design process or content solutions.
Facilitate alignment sessions, feedback loops, and knowledge sharing across teams.
Continuous Improvement:
Maintain, iterate, and optimize all agent-facing content for accuracy, clarity, and usability.
Proactively identify gaps in agent knowledge or recurring customer pain points and recommend solutions.
Operational Excellence & Metrics:
Maintain a friction log and track resolution status for recurring issues.
Measure success via agent readiness, ticket volume reduction, content usage, and customer satisfaction improvements.
Skills, Knowledge & Expertise
Excellent written and verbal communication in English; Arabic proficiency is a plus.
2+ years of experience in Customer Experience, content design, instructional design, or operational enablement.
Hands-on experience with design/content tools and knowledge base platforms
Strong analytical mindset: able to interpret agent feedback, QA metrics, and ticket trends to inform content and process improvements.
Collaborative and cross-functional: able to influence Product, Ops, and Training teams.
Strong problem-solving skills with the ability to translate operational challenges into actionable solutions.
Detail-oriented and process-driven, capable of maintaining high quality under tight deadlines.
Preferred Qualifications:
Experience in Customer Experience operations, service leadership, or product support.
Familiarity with multilingual teams or designing content for agents
Understanding of user-centric content creation.
Experience in data-driven content iteration based on agent and customer insights.
Job Benefits
We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.
A working environment that gives you autonomy and responsibility from day one.
You should be comfortable with the idea that the quality of your work will influence the shape of your career.
Participation in the company's employee stock options program.
Health Insurance.
Flexi Perks: a monetary benefit to spend on what matters most to you - health, well-being, education, or professional development.
Job ID fd222842-aad5-4670-b665-ef2b9068654e
Company Industry
Department / Functional Area
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