CX Specialist, Operations Automation (Fintech, AI Support Ops) — Dubai, UAE
The Opportunity
Ziina is building MENA's consumer and SMB financial platform, starting with a peer-to-peer and merchant wallet that's loved across the UAE (4.8★ on the App Store, 8 international design awards, 10x YoY payments growth). Backed by Altos Ventures, Fintech Collective, Activant and Y Combinator with a $22M Series A, the team comes from Apple, Uber, Stripe, Klarna, Revolut and Nubank. Now they're scaling customer experience with serious automation muscle — and that's where you come in.
What You'll Own
As CX Specialist, Operations Automation in Dubai, you'll turn messy conversation-level data into a prioritized automation backlog. You'll audit Fin and Intercom conversations across key customer journeys, spot recurring failure patterns, and convert them into concrete wins across integrations, guidance & escalation, content and automated actions.
The Day-to-Day
- Scope and validate data connectors that let Fin resolve more conversations independently — transaction status, wallet balance, KYC/KYB, card status, delivery tracking, disputes
- Design safe ways for Fin to execute repetitive, low-judgment actions directly via Intercom Workflows and APIs
- Automate internal CX workflows with n8n and Zapier: escalation routing, handoffs, status updates, reporting, dashboard refreshes
- Partner with Product, Engineering, Compliance and Knowledge & VoC to turn recurring support problems into scalable fixes
- Present priorities, performance and demand forecasts at weekly and quarterly business reviews
Who Fits
You're highly analytical, think in systems, and can translate data into buildable solutions. You care about safeguards for fraud, compliance and high-risk workflows, and you communicate clearly with engineers, product folks and leadership alike.
Why Join
This is a chance to shape how a fast-growing fintech scales support — with real ownership, a global-caliber team, and a product users genuinely love.
🚀 Ready to Apply?
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