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 supportRequirements - 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 industriesRemote Work: This is a fully remote role, but candidates in or near the UAE time zone are preferred Originally posted on Himalayas