Senior EIR
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Key skills for this role
About the Role
Justlife seeks a Senior EIR to rebuild customer support AI-first in Dubai. You will own day-to-day support operations, deploy AI/LLM tooling, and design automation projects to reduce ticket volume.
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, not just clear the queue
- 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
- Strong first principles problem solver
- 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 rebuilding our support function from the ground up, AI first.
- We’re looking for one person to own that rebuild end to end – part operator, part product thinker, part AI tinkerer.
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, not just clear the queue.
- 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.
How success is measured
- CSAT, first response and resolution time, cost per contact, contact rate, and automation rate.
Who You Are – Must haves
- 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.
Nice to have
- Customer support experience in a high volume marketplace, on demand, or e commerce business – ideally building or scaling a support function from messy to world class.
- Consulting background (MBB / Kearney) and/or start up experience.
Dealbreakers
- Queue manager mindset only – we need someone who removes the need for the queue, not just staffs it.
- No ownership of outcomes – execution only profiles won’t carry this scope.
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 – this is a role with a ceiling well above it.
The details
- Location: Dubai, UAE (on site).
- Schedule: 5 days/week, with active coverage during peak demand including weekends.
- Justlife is an equal opportunity employer.
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