CX Operations Lead - Global Outsourced Support

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

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.