Senior Multilingual AI & Customer Experience Specialist

About this role

We are seeking an innovative, tech-savvy, and multilingual Senior Customer Experience Specialist to join our team in Dubai. In this role, you will bridge the gap between traditional high-touch customer support, modern CRM architecture, and cutting-edge AI automation. You 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 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.