---
title: "Customer Excellence Specialist"
company: "Ziina"
company_url: "https://www.remjobs.works/companies/ziina"
url: "https://www.remjobs.works/job/ziina-customer-excellence-specialist-bd35bb9c-39b7-410f-ad52-dde6e92e5ad0"
apply_url: "https://jobs.ashbyhq.com/ziina/f7550c0e-b0bd-4786-8c52-e3956bef3717"
workplace: onsite
location: "Dubai"
employment_type: full-time
seniority: mid
role: other
region: middle-east-africa
date_posted: 2026-08-21T12:53:09.036Z
first_seen_by_remjobs: 2026-09-04T17:44:01.397Z
---

# Customer Excellence Specialist

**Ziina** · Dubai

Apply: https://jobs.ashbyhq.com/ziina/f7550c0e-b0bd-4786-8c52-e3956bef3717

## About Ziina

Ziina offers seamless money transfers for individuals and businesses in the UAE. Accept cashless payments in-person & online with Apple Pay, Google Pay, or card.

## About the role

#### The Role

Ziina is a fast-growing UAE-based fintech reshaping how people pay and get paid. As we scale our customer experience operations across multiple markets — including a new partner site in Jordan — we're looking for a CX Specialist to help manage and elevate our outsourced support operation's performance.

#### Based in Dubai, with regular travel to our partner site(s) as needed, you will:

- Act as a key point of contact between Ziina and our outsourced support partner, translating CX strategy into clear operational plans and activities for the team.

- Monitor and drive performance against CX KPIs (SLAs, CSAT, quality scores) across the operation, identifying gaps and course-correcting with the partner.

- Design and refine support processes and workflows to reduce wait times, improve efficiency, and maintain consistency across sites.

- Own and evolve the knowledge base to ensure agents (and AI tools) have accurate, up-to-date information.

- Conduct quality evaluations on tickets/interactions to uphold Ziina's service standards, providing structured coaching and feedback to team leads and agents.

- Analyze CX data and metrics to surface insights, then work cross-functionally (Product, Compliance, Ops) to resolve root causes and secure the tools/resources CX needs.

- Support workforce planning activities — scheduling, workload allocation, forecasting — in partnership with the outsourced team.

- Travel periodically to partner sites to run training, audits, or hands-on support during ramp-ups or launches.

#### To succeed in this role, you likely:

- Have 4+ years of experience leading or mentoring a customer support team.

- Coach, train, and provide constructive feedback to build team skills and drive performance.

- Plan and manage team schedules to maintain coverage and meet service-level targets.

- Enforce adherence to schedules and operational standards to ensure consistency.

- Identify recurring customer issues and implement proactive solutions to prevent them.

- Communicate clearly with both customers and internal stakeholders.

- Make data-driven decisions to improve processes and customer satisfaction.

#### What would amaze us

- You anticipate customer pain points and resolve them before they impact satisfaction.

- You create innovative tools or resources that significantly improve the customer experience.

- You deliver measurable gains in CSAT, resolution time, or other key CX metrics.

- You transform customer insights into impactful product enhancements or process changes.

- You are fluent in written and spoken Arabic

---

Source: Ziina's own career page, read by RemJobs. Canonical HTML version: https://www.remjobs.works/job/ziina-customer-excellence-specialist-bd35bb9c-39b7-410f-ad52-dde6e92e5ad0