---
title: "CX - Specialist, Operations Automation"
company: "Ziina"
company_url: "https://www.remjobs.works/companies/ziina"
url: "https://www.remjobs.works/job/ziina-cx-specialist-operations-automation-1a8213ba-c160-42dd-a46a-6dccc3672e52"
apply_url: "https://jobs.ashbyhq.com/ziina/dc556ff6-088a-47d2-b5b7-14be5f9f164c"
workplace: onsite
location: "Dubai"
employment_type: full-time
seniority: mid
role: operations
region: middle-east-africa
skills: ["llm"]
date_posted: 2026-08-20T10:01:53.084Z
first_seen_by_remjobs: 2026-09-04T17:44:01.397Z
---

# CX - Specialist, Operations Automation

**Ziina** · Dubai

Apply: https://jobs.ashbyhq.com/ziina/dc556ff6-088a-47d2-b5b7-14be5f9f164c

## 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

#### As a CX Specialist — Operations Automation at Ziina you will:

- Lead and support Level 2 and Level 3 CX specialists, providing day-to-day guidance, removing blockers, and coordinating project work to ensure priorities are delivered effectively.

- 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

- You’re a strong people leader who can develop Level 2 and Level 3 specialists through regular coaching, feedback, and support, helping them build their skills, take ownership of projects, and grow toward greater responsibilities.

#### 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

---

Source: Ziina's own career page, read by RemJobs. Canonical HTML version: https://www.remjobs.works/job/ziina-cx-specialist-operations-automation-1a8213ba-c160-42dd-a46a-6dccc3672e52