Senior EIR

Fulfillment - Cx

The Mission

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.
• You set the metric, then you move it.

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 – we hire on merit and do not discriminate on the basis of age, gender, marital status, nationality, or any protected characteristic.
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