CX - Specialist, Operations Automation

ABOUT ZIINA

Ziina's mission is to bring financial freedom to every person in the Middle East. We are building

MENA

's consumer and SMB financial platform, starting with a peer-to-peer and merchant wallet. Our team have backgrounds from Apple, Uber, Stripe, Klarna, Revolut, Yandex, and Nubank. Ziina's payments volumes have grown by 10x YoY for the last two years. The team have built a product that is beloved by the UAE with a 4.8 star rating in the app store and is the recipient of 8 international design awards, including the Red Dot Award and the UX Design Award. Our last round was a $22 million Series A from top-tier investors globally including Altos Ventures, Fintech Collective, Activant, Long Journey Ventures and Y Combinator. Our angel investors include early employees and executives at Revolut, Stripe, Venmo, Brex, Checkout.com http://Checkout.com, Notion, and Deel. AS A CX SPECIALIST — OPERATIONS AUTOMATION AT ZIINA YOU WILL: - Audit AI-handled conversations across priority customer journeys, identify recurring failure patterns, and turn them into concrete opportunities across Integrations, Guidance & Escalation, Content, and Automated Actions - Build and maintain a prioritised automation backlog, using customer impact, frequency, CSAT signals, effort, and risk to decide what gets worked on first - Scope and validate the data connectors AI needs to resolve more conversations independently, partnering with Engineering and Product on integrations such as transaction status, wallet balance, KYC/KYB status, card status, delivery tracking, bank processing times, and disputes - Identify repetitive, low-judgment actions agents perform after escalation and design safe ways for AI to execute them directly through automated customer journeys or API-triggered actions - Automate internal CX workflows using tools such as Claude, n8n, and Zapier, including escalation routing, handoffs, status updates, reporting, and dashboard refreshes - Maintain and troubleshoot automations as processes evolve, with clear safeguards for fraud, compliance, and other high-risk workflows - Partner with Product, Engineering, Compliance, and Knowledge & VoC to turn recurring support problems into scalable fixes, and present priorities, performance, and demand forecasts at WBRs and QBRs