AI Customer Success Lead

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a AI Customer Success Lead who can help us move even faster.

noon’s mission : Every door, every day.

What you'll do :

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

We’re looking for an AI-driven leader to help us transform our customer support capabilities across the businesses and drive our next phase of growth in the region.

You’ll play a crucial role in filling gaps between our people, technology and processes with a single goal of embedding AI into all aspects of Customer facing channels. Our vision is to develop world class customer support operations with cutting-edge technology.

In short, you’ll own Consumer AI strategy for the group business spanning all customer touchpoints, craft strategies and implement them.

Key Responsibilities

• Leverage data to identify key opportunities in specific domains such as productivity, retention & experience and propose suitable AI tool(s) with measurable impact
• Conceptualize and implement AI powered workflows with an objective to reduce contact rate, reduce handling time and analyze customer sentiment for a tailored resolution
• Cross-collaborate with different teams mainly technology, product, data engineering, business and commercial and consolidate consumer insights into systems for decision making
• Develop and implement Co-pilot for chat and inbound support, leveraging insights from customer sentiments, pain point, customer profile & knowledge base to craft instantaneous unique responses specifically tailored to solve customer’s concerns
• Use data and summarization of past customer interactions and personalize customer experiences across different channels
• Upskill the CS teams to familiarize and actively use AI capabilities including prompt construction and data interpretation
• Partner with L&D and create relevant courses and playbooks
• Design a feedback loop between engineering, CS and product teams to continuously evolve capabilities
• Define and track key success metrics such as CSAT, Contact Deflection, AI Adoption and Resolution Rates
• Turn success into stories, how AI helped business in streamlining support and it’s cost impact

What you'll need :

Who will excel?