Customer Excellence Specialist

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