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Senior EIR
Full-time
Justlife is one of the region's fastest-growing consumer platforms, scaling fast across the UAE and KSA. This is a builder's role to rebuild the support function from the ground up, AI-first. You'll run daily support operations while designing and shipping the improvements that make support faster, cheaper and more loved.
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 and build the playbook
Success is measured on CSAT, first-response and resolution time, cost-per-contact, contact rate and automation rate.
Who You Are
A strong first-principles problem solver who rebuilds better systems
Real AI chops - hands-on with LLM tools and a track record of shipping automation that moved the needle
An operator 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
Nice to have: customer support experience in a high-volume marketplace, on-demand or e-commerce business, and/or a consulting or start-up background.
