CX Specialist – Operations Automation

About the role

Ziina is building a leading consumer and SMB financial platform in the Middle East. As a CX Specialist – Operations Automation you will help improve the efficiency and quality of customer support by automating repetitive tasks and enhancing AI‑driven conversations.

Key responsibilities

• Audit AI‑handled conversations across priority customer journeys, identify recurring failure patterns and turn them into concrete improvement opportunities.
• Build and maintain a prioritized automation backlog using impact, frequency, CSAT signals, effort and risk.
• Scope and validate data connectors needed for AI to resolve more conversations independently, partnering with Engineering and Product on integrations such as transaction status, wallet balance, KYC/KYB, card status, delivery tracking, disputes and bank processing times.
• Identify low‑judgment repetitive actions performed by agents after escalation and design safe automated alternatives via API‑triggered actions.
• Automate internal CX workflows with tools like Claude, n8n and Zapier, including escalation routing, handoffs, status updates, reporting and dashboard refreshes.
• Maintain and troubleshoot automations, ensuring safeguards for fraud, compliance and other high‑risk processes.
• Collaborate with Product, Engineering, Compliance and Knowledge teams to turn recurring support problems into scalable fixes and present priorities and forecasts at weekly and quarterly business reviews.

Required profile

• Highly analytical with the ability to transform messy conversation data into clear patterns and actionable solutions.
• Systems‑thinking mindset: instinctively seeks root causes of recurring issues and designs automation to address them.
• Comfortable working cross‑functionally with product, engineering and compliance stakeholders.

Required skills

• Experience with AI conversation tools such as Claude.
• Proficiency in automation platforms like n8n and Zapier.
• Knowledge of integrating data connectors for transaction status, wallet balance, KYC/KYB, card status, delivery tracking and dispute handling.