Customer Excellence Specialist (CX Operations) — Dubai, UAE
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 Customer Excellence Specialist to help manage and elevate our outsourced support operation's performance. You'll be based in Dubai, with regular travel to partner sites as needed.
What You'll Do
- Act as the key point of contact between Ziina and our outsourced support partner, translating CX strategy into clear operational plans and activities.
- Monitor and drive performance against CX KPIs — SLAs, CSAT, quality scores — across the operation, spotting gaps and course-correcting with the partner.
- Design and refine support processes and workflows to reduce wait times, improve efficiency, and keep quality consistent across sites.
- Own and evolve the knowledge base so agents (and AI tools) always have accurate, up-to-date information.
- Conduct quality evaluations on tickets and interactions, and feed insights back into training and process improvements.
What We're Looking For
You're an operations-minded CX professional who thinks in metrics and processes, communicates clearly across teams and vendors, and enjoys building systems rather than just fighting fires. Experience managing outsourced/B2B support operations, quality assurance, or CX tooling is a strong plus. A customer-first attitude and comfort with data (CSAT, SLA, quality scorecards) are essential.
Why Join
This role sits at the heart of Ziina's customer experience strategy during a high-growth phase — you'll shape how thousands of users experience the product, work across Dubai and the wider region, and grow with one of the MENA region's most exciting fintechs.
🚀 Ready to Apply?
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