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