Ziina - Customer Excellence Specialist

• 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 • 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. Our team have backgrounds from Apple, Uber, Stripe, Klarna, Revolut, Yandex, and Nubank. Ziina’s payments volumes have grown by 10x YoY for the last two years. The team have built a product that is beloved by the UAE and is the recipient of 8 international design awards, including the Red Dot Award and the UX Design Award. Our last round was a $22 million Series A from top-tier investors globally including Altos Ventures, Fintech Collective, Activant, Long Journey Ventures and Y Combinator. Our angel investors include early employees and executives at Revolut, Stripe, Venmo, Brex, Checkout.com, Notion, and Deel.