Senior Multilingual AI & Customer Experience Specialist

Sam MediaNetherlandsOn-siteFull-time1 Oct 2026

Senior Multilingual AI & Customer Experience Specialist needed for an on-site role in Dubai, bridging high-touch customer support, CRM architecture, and AI automation. Requires 3–5+ years in customer success or technical support, full professional fluency in English plus 2+ additional languages, and hands-on experience with CRM platforms and AI automation tools.

What you'll do

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.
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.
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.
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.

What you need

Must-have

Salesforce Service CloudHubSpotGorgiasIntercomZendeskFreshdeskAI agentsLLM prompt engineering

Nice-to-have

HTMLCSS

Soft skills

Problem-SolvingAnalytical mindsetData-driven decision-makingAttention to detailCollaborationCommunication

Customer ExperienceAI AutomationCRMMultilingualSaaSDubaiFull-timeOn-siteSenior SpecialistSoftware Development

/What you'll do

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Must-have

Nice-to-have

Soft skills

What you'll do

What you need