Senior EIR
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Key skills for this role
About the Role
Justlife is looking for a Senior EIR to own and rebuild customer support end-to-end, combining operations, product thinking, and AI tooling. The role involves running daily support operations while designing automation and AI-driven improvements to reduce contact volume and improve efficiency.
Key Skills for This Role
Responsibilities
- Own day to day support operations end to end – reachability, quality, speed, coverage, and team health
- Diagnose root causes from first principles and kill the issues that generate tickets
- Design and ship support improvement projects: automation, self serve, AI agents, deflection, and process redesign
- Deploy AI/LLM tooling across the support stack – deflection bots, agent copilots, auto QA, and intelligent routing
- Partner with Product, Ops, and Tech to fix upstream problems and close feedback loops
- Lead and grow the support team; set the bar, build the playbook, and raise the talent density
Requirements
- A strong first principles problem solver who breaks ambiguous problems down and rebuilds better systems
- Real AI chops – hands on with LLM tools and a track record of shipping automation that moved the needle
- An operator who is equally comfortable in the queue and in the strategy deck
- Data fluent and outcome obsessed
- A people leader who can manage and develop a team while raising the bar
Full Job Posting
The Mission
- Justlife is one of the region’s fastest growing consumer platforms, scaling fast across the UAE and KSA.
- We’re looking for one person to own the rebuild of our support function end to end, AI first.
What You’ll Own
- Own day to day support operations end to end – reachability, quality, speed, coverage, and team health.
- Diagnose root causes from first principles and kill the issues that generate tickets.
- Design and ship support improvement projects: automation, self serve, AI agents, deflection, and process redesign.
- Deploy AI/LLM tooling across the support stack – deflection bots, agent copilots, auto QA, and intelligent routing.
- Partner with Product, Ops, and Tech to fix upstream problems and close feedback loops.
- Lead and grow the support team; set the bar, build the playbook, and raise the talent density.
Who You Are
- A strong first principles problem solver who breaks ambiguous problems down and rebuilds better systems.
- Real AI chops – hands on with LLM tools and a track record of shipping automation that moved the needle.
- An operator who is equally comfortable in the queue and in the strategy deck.
- Data fluent and outcome obsessed – you live in the metrics and own the result.
- A people leader who can manage and develop a team while raising the bar.
Why This Is Rare
- Ownership & scope: own and rebuild a core function end to end – not a slice of it.
- AI mandate: build AI first support with real budget and backing, not slideware.
- Impact & visibility: work directly with senior leadership at one of the region’s fastest growing consumer platforms.
- Builder’s playground: a fix it, 0 to 1 environment for someone who loves solving problems at the root.
- Room to grow: as we scale across the UAE and KSA, so does the scope.
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