Customer Excellence Agent

Responsibilities

• Embody positivity and take a solution-oriented approach in every customer interaction.
• Respond promptly and professionally to inquiries via chat, WhatsApp, and email.
• Resolve customer issues across onboarding, account status, payments, fees and limits, cash outs, referral flows, and locked accounts.
• Meet customer experience KPIs such as SLAs and CSAT.
• Escalate complex issues and triage potential bugs or operational blockers to the right teams.
• Maintain accurate records of customer interactions and ensure data security and compliance.
• Identify and share opportunities to improve internal processes and customer experience.

Requirements

• Minimum 1 year experience in Customer Support.
• Confident communication in English (fluency in Arabic is an advantage).
• Ability to work independently and as part of a supportive team.
• Strong attention to detail with a problem-solving mindset.
• Ability to manage multiple requests and remain organized.
• Deep care about creating outstanding customer experiences.
• Quick to learn new technology and comfortable navigating different platforms and tools.

Preferred Qualifications

• Experience supporting customers in fintech, payments, or other regulated industries.
• Ability to anticipate customer needs and propose proactive solutions.
• Experience in improving CX processes, tools, or automations.
• Thrive in fast-paced startup environments, adapting quickly and multitasking.

Benefits

• Fully remote position with hours aligned to Dubai, UAE.
• 8-hour shifts, 5 days per week (may include weekends/evenings/holidays as part of rotation).

About the Company

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. The team has backgrounds at Apple, Uber, Stripe, Klarna, Revolut, Yandex, and Nubank, and has grown payment volumes 10x year-on-year. Ziina is beloved in the UAE, recipient of multiple international design awards, and has raised $22 million Series A from top global investors. Join us to shape the future of financial freedom and make a real impact.