Customer Excellence Specialist

Job description

## 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