AI Customer Success Lead
7 days ago
About noon We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a AI Customer Success Lead who can help us move even faster. noon’s mission: Every door, every day. What you'll do: Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward. We’re looking for an AI-driven leader to help us transform our customer support capabilities across the businesses and drive our next phase of growth in the region. You’ll play a crucial role in filling gaps between our people, technology and processes with a single goal of embedding AI into all aspects of Customer facing channels. Our vision is to develop world class customer support operations with cutting-edge technology. In short, you’ll own Consumer AI strategy for the group business spanning all customer touchpoints, craft strategies and implement them. Key Responsibilities Leverage data to identify key opportunities in specific domains such as productivity, retention & experience and propose suitable AI tool(s) with measurable impact Conceptualize and implement AI powered workflows with an objective to reduce contact rate, reduce handling time and analyze customer sentiment for a tailored resolution Cross-collaborate with different teams mainly technology, product, data engineering, business and commercial and consolidate consumer insights into systems for decision making Develop and implement Co-pilot for chat and inbound support, leveraging insights from customer sentiments, pain point, customer profile & knowledge base to craft instantaneous unique responses specifically tailored to solve customer’s concerns Use data and summarization of past customer interactions and personalize customer experiences across different channels Upskill the CS teams to familiarize and actively use AI capabilities including prompt construction and data interpretation Partner with L&D and create relevant courses and playbooks Design a feedback loop between engineering, CS and product teams to continuously evolve capabilities Define and track key success metrics such as CSAT, Contact Deflection, AI Adoption and Resolution Rates Turn success into stories, how AI helped business in streamlining support and it’s cost impact What you'll need: Bachelor’s degree in computer science or MBA from a top tier institute or a professional course in AI from a recognized institution would be an advantage 5-8 years of experience in Customer Success, Customer Experience or Digital Transformation Proven track record of integrating AI solutions in large/complex organizations with clear outcomes Excellent cross-functional communication – comfortable working with tech and non-tech teams Excellent in analyzing complex, unorganized and large database and storytelling Proven ability to translate business and functional pain-points into clear AI/Tech solutions Bonus - Experience in SaaS, e-commerce, or high-growth tech environments Who will excel? We’re looking for people with high standards, who understand that hard work matters. You need to be relentlessly resourceful and operate with a deep bias for action. We need people with the courage to be fiercely original. noon is not for everyone; readiness to adapt, pivot, and learn is essential.
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