Senior EIR

Senior EIR

Fulfillment - CX

Dubai, UAE  ·  On-site  ·  Full-time  ·  Reports to Director of Customer Experience

The Mission

Justlife is one of the region’s fastest-growing consumer platforms, and we’re scaling fast across the UAE and KSA. Our customers love us – but our support function isn’t yet world-class, and we’re rebuilding it from the ground up, AI-first.

We’re looking for one person to own that rebuild end to end. This is a builder’s role – part operator, part product thinker, part AI tinkerer. You’ll run daily support operations while you design and ship the improvements that make support faster, cheaper, and more loved. You won’t just clear the queue; you’ll remove the need for it.

Real budget. Real autonomy. Direct line to senior leadership. And real room to grow as we scale.

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.

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