Senior UX Designer

Helpshift is seeking a Senior UX Designer to lead the design of customer-support and player-engagement experiences for millions of users. This role involves driving end-to-end design for Helpshift’s AI-first support platform, tackling complex problem spaces. You will shape how global brands deliver support at scale, working on AI agents, proactive engagement, and product refresh initiatives, transforming complex workflows into intuitive, human-centered experiences.

Must Have

• Drive the full design lifecycle: discovery to UI.
• Translate business and product goals into user experiences.
• Collaborate cross-functionally with Product and Engineering.
• Lead problem framing, ideation, and concept development.
• Conduct and synthesize user research.
• Elevate UX quality and contribute to design culture.
• Guide, support, and mentor junior designers.
• Strong portfolio showcasing problem-solving depth.
• Passion for simplifying complex, workflow-driven experiences.
• Ability to thrive in ambiguity and drive clarity.
• High collaboration quotient and openness to learning.
• Inclination to help, guide, and elevate junior designers.
• Growth mindset and continuous desire to up-level work quality.

Good to Have

• Experience designing AI-powered, conversational, or agent-based interfaces.
• Familiarity with user research activities like interviews and usability testing.
• 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).

Perks & Benefits

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

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 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).

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.