About The Role

About ZiinaZiina'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>, 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 ActionsBuild and maintain a prioritised automation backlog, using customer impact, frequency, CSAT signals, effort, and risk to decide what gets worked on firstScope 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 disputesIdentify 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 actionsAutomate internal CX workflows using tools such as Claude, n8n, and Zapier, including escalation routing, handoffs, status updates, reporting, and dashboard refreshesMaintain and troubleshoot automations as processes evolve, with clear safeguards for fraud, compliance, and other high-risk workflowsPartner 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 QBRsKey skills and characteristicsYou're highly analytical and can turn messy conversation-level data into clear patterns, priorities, and buildable solutionsYou think in systems: when you see a recurring customer issue or repetitive agent task, your instinct is to understand the root cause and automate itYou're comfortable working with tools such as Claude, n8n, Zapier, Retool, APIs, and workflow builders, and can collaborate closely with Engineering without needing to be a software engineerYou can take an ambiguous operational problem and turn it into a clearly scoped workflow, connector, automation, or product requirementYou understand how to design logic-heavy workflows with triggers, conditions, routing rules, fallbacks, and escalation pathsYou balance automation with judgment, knowing what can be fully automated, what needs human review, and where fraud, compliance, or customer risk requires extra careYou care about measurable outcomes and can connect the work you ship to metrics like AI deflection, CSAT, escalation rate, handling time, and frontline capacityWhat would amaze usYou've built customer support or operations automations using tools such as Claude, n8n, Zapier, Retool, or similar platformsYou've worked directly with APIs, webhooks, data connectors, or internal tools to automate operational workflowsYou've used AI agents or LLM-based tools in production and improved their resolution, deflection, or CSAT performanceYou’re AI-driven and constantly looking for the latest AI updates, innovations, and toolsYou've analysed large volumes of support conversations and turned recurring patterns into product, process, or automation improvementsYou've designed workflows where AI can safely take actions on behalf of a customer, rather than only answering questionsYou've worked in fintech, payments, banking, or another environment where automation needs to account for fraud, compliance, and financial riskYou can point to measurable improvements in deflection, CSAT, escalation rate, response time, or operational capacity driven by automation