THE ROLE
Ziina is a fast-growing UAE-based fintech reshaping how people pay and get paid. As we scale our customer experience operations across multiple markets — including a new partner site in Jordan — we're looking for a CX Specialist to help manage and elevate our outsourced support operation's performance.
BASED IN DUBAI, WITH REGULAR TRAVEL TO OUR PARTNER SITE(S) AS NEEDED, YOU WILL:
- Act as a key point of contact between Ziina and our outsourced support partner, translating CX strategy into clear operational plans and activities for the team.
- Monitor and drive performance against CX KPIs (SLAs, CSAT, quality scores) across the operation, identifying gaps and course-correcting with the partner.
- Design and refine support processes and workflows to reduce wait times, improve efficiency, and maintain consistency across sites.
- Own and evolve the knowledge base to ensure agents (and AI tools) have accurate, up-to-date information.
- Conduct quality evaluations on tickets/interactions to uphold Ziina's service standards, providing structured coaching and feedback to team leads and agents.
- Analyze CX data and metrics to surface insights, then work cross-functionally (Product, Compliance, Ops) to resolve root causes and secure the tools/resources CX needs.
- Support workforce planning activities — scheduling, workload allocation, forecasting — in partnership with the outsourced team.
- Travel periodically to partner sites to run training, audits, or hands-on support during ramp-ups or launches.
TO SUCCEED IN THIS ROLE, YOU LIKELY:
- Have 4+ years of experience leading or mentoring a customer support team.
- Coach, train, and provide constructive feedback to build team skills and drive performance.
- Plan and manage team schedules to maintain coverage and meet service-level targets.
- Enforce adherence to schedules and operational standards to ensure consistency.
- Identify recurring customer issues and implement proactive solutions to prevent them.
- Communicate clearly with both customers and internal stakeholders.
- Make data-driven decisions to improve processes and customer satisfaction.
WHAT WOULD AMAZE US
- You anticipate customer pain points and resolve them before they impact satisfaction.
- You create innovative tools or resources that significantly improve the customer experience.
- You deliver measurable gains in CSAT, resolution time, or other key CX metrics.
- You transform customer insights into impactful product enhancements or process changes.
- You are fluent in written and spoken Arabic