CX - Specialist, Operations Automation

Ziina; Dubai; On-site; AED 167,000 - 234,000; Full time

Job summary

Ziina in Dubai is seeking a CX Specialist — Operations Automation to design, implement and maintain AI-powered customer-experience automations. You will audit AI conversations, build automation backlogs, and collaborate with Engineering, Product and Compliance to resolve recurrent issues with measurable impact.

You will work with Claude, n8n, Zapier, Retool and APIs to automate workflows while ensuring fraud and compliance safeguards.

Qualifications

• You are highly analytical and can turn messy conversation-level data into clear patterns and priorities.
• You think in systems and automate recurring issues end-to-end.
• You are comfortable with tools like Claude, n8n, Zapier, Retool and can work with Engineering.
• You can scope ambiguous operational problems into clear workflows and requirements.

Responsibilities

• Audit AI-handled conversations and identify recurring failure patterns to optimize automation across integrations and content.
• Build a prioritized automation backlog using impact, frequency, CSAT signals and risk.
• Collaborate with Product, Engineering and Compliance to turn support problems into scalable fixes.
• Maintain automations with safeguards for fraud and high-risk workflows.
• Design safe AI-driven actions and escalation paths in customer journeys.

Skills

Analytical thinking

Systems thinking

AI tools familiarity

APIs & workflow builders

Cross-functional collaboration

Fraud/compliance awareness

Data pattern analysis

Tools

Claude

n8n

Zapier

Retool

APIs

Job description

About Ziina

Ziina's mission is to bring financial freedom to every person in the Middle East. We are building MENA's 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. Ziina's 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

• You're 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

• You're 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

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

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

• You've 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

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

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

• You've 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