About noon
We're building an ecosystem of digital products and services that power everyday life across the Middle Eastfast, 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 everything. Our vision is to develop world class customer support operations with cutting-edge technology and empower dynamic decision making.
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
- Reimagine customer onboarding, engagement, communication in context to previous contacts & business activities at platform level and suggest next steps to reduce churn out
- 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:
- Bachelor's degree in computer science or MBA from a top tier institute or a professional course in AI from a recognized institution would be an advantage
- 5-8 years of experience in Customer Success, Customer Experience or Digital Transformation
- Proven track record of integrating AI solutions in large/complex organizations with clear outcomes
- Excellent cross-functional communication comfortable working with tech and non-tech teams
- Excellent in analyzing complex, unorganized and large database and storytelling
- Proven ability to translate business and functional pain-points into clear AI/Tech solutions
- Bonus - Experience in SaaS, e-commerce, or high-growth tech environments
Who will excel
- We're looking for people with high standards, who understand that hard work matters.
- You need to be relentlessly resourceful and operate with a deep bias for action.
- We need people with the courage to be fiercely original.
- noon is not for everyone; readiness to adapt, pivot, and learn is essential.
