CX - Specialist, Operations Automation

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