CX Specialist, Operations Automation

Responsibilities

• Audit customer conversations to identify failure patterns and opportunities for automation
• Build and maintain a prioritized automation backlog based on customer impact and risk
• Scope and validate data connectors for AI resolution of conversations
• Design automated actions for repetitive agent tasks using Intercom Workflows and APIs
• Automate internal CX workflows using n8n and Zapier
• Partner with Product and Engineering to turn support problems into scalable fixes

Requirements

• Strong analytical ability to turn conversation data into buildable solutions
• Proficiency with tools like Intercom, Retool, n8n, Zapier, and APIs
• Experience designing logic-heavy workflows with triggers and routing rules
• Ability to balance automation with human judgment for fraud and compliance
• Focus on measurable outcomes such as AI deflection and CSAT

Preferred Qualifications

• Experience building support automations with Fin, n8n, or Retool
• Direct experience with webhooks and data connectors
• Experience deploying LLM-based support tools in production
• Background in fintech, payments, or banking

Benefits

• Above-market compensation package with equity
• Flexible work arrangement (hybrid in Dubai)
• Comprehensive medical, dental, and vision insurance
• Educational stipend for professional development

About the Company

Ziina is building MENA's consumer and SMB financial platform, starting with a peer-to-peer and merchant wallet, aiming to bring financial freedom to every person in the Middle East.