Description
About the role :
Helpshift is looking for a Senior UX 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
- 5+ years of experience in UX/Product Design, HCI, or related fields(or equivalent experience solving complex product problems)
- A solid 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

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