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 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)
- Candidates based out of 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 robust 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 positive 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.

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