CX - Specialist Operations Automation

Ziina زينة; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Ziina in Dubai is seeking a CX Specialist — Operations Automation to optimize AI-driven support workflows and ensure scalable customer experiences.

You will audit AI-handled conversations, build automation backlogs, and collaborate with Engineering, Product, Compliance while maintaining safeguards for fraud and risk. Experience with Claude, n8n, Zapier, and API-based integrations is valued.

Qualifications

• Youre highly analytical and can turn messy conversation-level data into clear patterns, priorities, and buildable solutions.
• You think in systems: when you see a recurring customer issue or repetitive agent task, your instinct is to understand the root cause and automate it.
• Youre comfortable working with tools such as Claude, n8n, Zapier, Retool, APIs, and workflow builders, and can collaborate closely with Engineering without needing to be a software engineer.
• You can take an ambiguous operational problem and turn it into a clearly scoped workflow, connector, automation, or product requirement.
• You understand how to design logic-heavy workflows with triggers, conditions, routing rules, fallbacks, and escalation paths.
• You balance automation with judgment, knowing what can be fully automated, what needs human review, and where fraud, compliance, or customer risk requires extra care.
• You care about measurable outcomes and can connect the work you ship to metrics like AI deflection, CSAT, escalation rate, handling time, and frontline capacity

Responsibilities

• Audit AI-handled conversations across priority customer journeys, identify recurring failure patterns, and turn them into concrete opportunities across Integrations, Guidance & Escalation, Content, and Automated Actions
• Build and maintain a prioritised automation backlog, using customer impact, frequency, CSAT signals, effort, and risk to decide what gets worked on first
• Scope and validate the data connectors AI needs to resolve more conversations independently, partnering with Engineering and Product on integrations such as transaction status, wallet balance, KYC/KYB status, card status, delivery tracking, bank processing times, and disputes
• Identify repetitive, low-judgment actions agents perform after escalation and design safe ways for AI to execute them directly through automated customer journeys or API-triggered actions
• Automate internal CX workflows using tools such as Claude, n8n, and Zapier, including escalation routing, handoffs, status updates, reporting, and dashboard refreshes
• Maintain and troubleshoot automations as processes evolve, with clear safeguards for fraud, compliance, and other high-risk workflows
• Partner with Product, Engineering, Compliance, and Knowledge & VoC to turn recurring support problems into scalable fixes, and present priorities, performance, and demand forecasts at WBRs and QBRs

Skills

Analytical thinking

Systems thinking

AI tools experience

Collaboration with Engineering

Tools

Claude

n8n

Zapier

Retool

APIs

Webhooks

Job description

Job Description:

About Ziina

Ziinas mission is to bring financial freedom to every person in the Middle East. We are building MENAs consumer and SMB financial platform, starting with a peer-to-peer and merchant wallet. Our team have backgrounds from Apple, Uber, Stripe, Klarna, Revolut, Yandex, and Nubank. Ziinas payments volumes have grown by 10x YoY for the last two years. The team have built a product that is beloved by the UAE with a 4.8 star rating in the app store and is the recipient of 8 international design awards, including the Red Dot Award and the UX Design Award.

Our last round was a $22 million Series A from top-tier investors globally including Altos Ventures, Fintech Collective, Activant, Long Journey Ventures and Y Combinator. Our angel investors include early employees and executives at Revolut, Stripe, Venmo, Brex, Checkout.com, Notion, and Deel.

As a CX Specialist — Operations Automation at Ziina you will:

• Audit AI-handled conversations across priority customer journeys, identify recurring failure patterns, and turn them into concrete opportunities across Integrations, Guidance & Escalation, Content, and Automated Actions

• Build and maintain a prioritised automation backlog, using customer impact, frequency, CSAT signals, effort, and risk to decide what gets worked on first

• Scope and validate the data connectors AI needs to resolve more conversations independently, partnering with Engineering and Product on integrations such as transaction status, wallet balance, KYC/KYB status, card status, delivery tracking, bank processing times, and disputes

• Identify repetitive, low-judgment actions agents perform after escalation and design safe ways for AI to execute them directly through automated customer journeys or API-triggered actions

• Automate internal CX workflows using tools such as Claude, n8n, and Zapier, including escalation routing, handoffs, status updates, reporting, and dashboard refreshes

• Maintain and troubleshoot automations as processes evolve, with clear safeguards for fraud, compliance, and other high-risk workflows

• Partner with Product, Engineering, Compliance, and Knowledge & VoC to turn recurring support problems into scalable fixes, and present priorities, performance, and demand forecasts at WBRs and QBRs

Key skills and characteristics

• Youre highly analytical and can turn messy conversation-level data into clear patterns, priorities, and buildable solutions

• You think in systems: when you see a recurring customer issue or repetitive agent task, your instinct is to understand the root cause and automate it

• Youre comfortable working with tools such as Claude, n8n, Zapier, Retool, APIs, and workflow builders, and can collaborate closely with Engineering without needing to be a software engineer

• You can take an ambiguous operational problem and turn it into a clearly scoped workflow, connector, automation, or product requirement

• You understand how to design logic-heavy workflows with triggers, conditions, routing rules, fallbacks, and escalation paths

• You balance automation with judgment, knowing what can be fully automated, what needs human review, and where fraud, compliance, or customer risk requires extra care

• You care about measurable outcomes and can connect the work you ship to metrics like AI deflection, CSAT, escalation rate, handling time, and frontline capacity

What would amaze us

• Youve built customer support or operations automations using tools such as Claude, n8n, Zapier, Retool, or similar platforms

• Youve worked directly with APIs, webhooks, data connectors, or internal tools to automate operational workflows

• Youve used AI agents or LLM-based tools in production and improved their resolution, deflection, or CSAT performance

• You’re AI-driven and constantly looking for the latest AI updates, innovations, and tools

• Youve analysed large volumes of support conversations and turned recurring patterns into product, process, or automation improvements

• Youve designed workflows where AI can safely take actions on behalf of a customer, rather than only answering questions

• Youve worked in fintech, payments, banking, or another environment where automation needs to account for fraud, compliance, and financial risk

• You can point to measurable improvements in deflection, CSAT, escalation rate, response time, or operational capacity driven by automation

Requirements: