Customer Excellence Specialist Dubai

Ziina; Dubai; On-site; AED 134,000 - 234,000; Full time

Job summary

Ziina is a fast-growing UAE-based fintech redefining how people pay and get paid. We are expanding our customer experience operations across markets, including a partner site in Jordan, and seek a CX Specialist to elevate performance of our outsourced support team.

Based in Dubai with occasional travel to partner sites, you will translate CX strategy into actionable plans, monitor KPIs, and coach the team to consistently meet service levels while improving processes and knowledge bases.

Qualifications

• 4+ years of experience leading or mentoring a customer support team.
• Ability to coach, train and provide constructive feedback.
• Experience planning and managing team schedules to ensure coverage.
• Experience enforcing adherence to schedules and standards.
• Ability to identify recurring issues and implement proactive solutions.
• Strong communication with customers and internal stakeholders.

Responsibilities

• Act as a key contact between Ziina and outsourced support partner, translating CX strategy into operational plans.
• Monitor performance against CX KPIs (SLAs, CSAT, quality scores) and adjust with the partner.
• Design and refine support processes to reduce wait times and improve efficiency.
• Own and evolve the knowledge base for agents and AI tools.
• Conduct quality evaluations and provide coaching to team leads and agents.
• Analyze CX data to surface insights and collaborate with Product, Compliance, Ops to fix root causes.

Skills

CX leadership

Coaching & feedback

Schedule management

Quality evaluation

Data-driven decisions

Job description

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