About the role :

Helpshift is looking for a Product Designer to lead the design of customer-support and player-engagement experiences that impact millions of users worldwide. You will drive end-to-end design for Helpshift's rapidly evolving AI-first support platform, working across complex problem spaces and ambiguous product areas. In this role, you won't just design interfaces, you'll shape how global brands deliver support at scale. You'll work on AI agents, proactive engagement, and large-scale product refresh initiatives, turning complex workflows into intuitive and human-centered experiences.

Key Responsibilities

Drive the full design lifecycle: discovery IA flows wireframes prototypes polished UI
Translate business and product goals into clear, actionable design direction and thoughtful user experiences
Collaborate cross-functionally with Product and Engineering to define user-centered outcomes, prioritize scope, and build iterative solutions across areas like AI Agent, Proactive Engagement, and product modernization
Lead problem framing, ideation, and concept development to simplify complex workflows
Conduct and synthesize user research (interviews, usability tests, behavioral insights) to validate decisions
Elevate UX quality by contributing to design critiques, mentoring peers, and shaping Helpshift's design culture
Guide, support, and mentor junior designers, helping them improve their craft, decision-making, and overall impact

Requirements

4+ years of experience in UX/Product Design, HCI, or related fields(or equivalent experience solving complex product problems)
A strong portfolio showcasing end-to-end design process and clear problem solving is a must
Depth in core design fundamentals: interaction design, IA, UX writing basics, visual hierarchy, and accessibility
Proficiency in research methods such as discovery interviews, usability studies, and data-driven iteration
Strong mastery of design tools, especially Figma
Excellent communication and storytelling skills, with the ability to align and influence cross-functional partners
Degree in Design, HCI, Computer Science, or related fields is a plus (not mandatory)
Preferably candidates based in Pune

Preferred Qualifications

Experience designing AI-powered, conversational, or agent-based interfaces
Familiarity with, or direct experience in, user research activities such as interviews, usability testing, and synthesis is a strong advantage
Background in SaaS, customer support, or workflow-driven products
Familiarity with analytics platforms and using data to shape product decisions
Experience contributing to or building design systems
Understanding of design patterns across web and mobile platforms
Comfort working with AI tooling and prototyping (e.g. v0, Loveable, Bolt, Figma Make)

What You'll Bring

A portfolio demonstrating strong craft, clarity of thinking, and real problem-solving depth
Passion for simplifying complex, technical, or heavily workflow-driven experiences
Ability to thrive in ambiguity and drive clarity for others
High collaboration quotient and openness to learning from peers
A natural inclination to help, guide, and elevate junior designers through feedback, coaching, and design reviews
A growth mindset and continuous desire to up-level the quality of your work

Technical & Executional Skills

Ability to research and understand user behaviors, needs, and motivations through observation techniques, task analysis, and other feedback methodologies
Experience in Design Expert Evaluation techniques like Heuristics and competitive benchmarking

Leadership & People Management Skills

Ability to mentor junior team members and form a cohesive delivery and learning environment
Lead and handle multiple projects simultaneously and ensure successful delivery
Work collaboratively with other design disciplines to ensure continuity, leverage other specializations, and maintain holistic perspective
Handle conflicts, expectations and quality of deliverables of team members

Interpersonal Skills

Positive attitude, proactive and helpful
Strong team player
Ability to motivate others
Problem solver (not just good at pointing them out) and negotiator
Strong listening and communication skills
Solid organizational skills and attention to detail

Benefits

Hybrid setup
Worker's insurance
Paid Time Offs
Other employee benefits to be discussed by our Talent Acquisition team in India.

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, colour, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.

Product Designer (UI/UX)