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 (Prod
