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:
Responsibilities
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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.
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Monitor and drive performance against CX KPIs (SLAs, CSAT, quality scores) across the operation, identifying gaps and course-correcting with the partner.
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Design and refine support processes and workflows to reduce wait times, improve efficiency, and maintain consistency across sites.
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Own and evolve the knowledge base to ensure agents (and AI tools) have accurate, up-to-date information.
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Conduct quality evaluations on tickets/interactions to uphold Ziina’s service standards, providing structured coaching and feedback to team leads and agents.
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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.
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Support workforce planning activities — scheduling, workload allocation, forecasting — in partnership with the outsourced team.
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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:
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Have 4+ years of experience leading or mentoring a customer support team.
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Coach, train, and provide constructive feedback to build team skills and drive performance.
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Plan and manage team schedules to maintain coverage and meet service-level targets.
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Enforce adherence to schedules and operational standards to ensure consistency.
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Identify recurring customer issues and implement proactive solutions to prevent them.
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Communicate clearly with both customers and internal stakeholders.
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Make data-driven decisions to improve processes and customer satisfaction.
What would amaze us
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You anticipate customer pain points and resolve them before they impact satisfaction.
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You create innovative tools or resources that significantly improve the customer experience.
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You deliver measurable gains in CSAT, resolution time, or other key CX metrics.
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You transform customer insights into impactful product enhancements or process changes.