CX - Specialist, Operations Automation

Ziina
Dubai
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Analytical","Systems thinking","Problem-solving","Collaboration","Risk awareness"]

Own operations automation for customer support by auditing Fin and Intercom conversations, spotting recurring failure patterns, and turning them into prioritized automation opportunities. Scope and validate data connectors so Fin can resolve more issues independently, design safe agent offloading, and automate CX workflows using Intercom Workflows plus APIs. Maintain automations as processes evolve and partner with Product, Engineering, Compliance, and VoC to deliver measurable improvements in CSAT, deflection, and escalation rates.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Ziina
Ziina
2 days ago

CX - Specialist, Operations Automation

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own operations automation for customer support by auditing Fin and Intercom conversations, spotting recurring failure patterns, and turning them into prioritized automation opportunities. Scope and validate data connectors so Fin can resolve more issues independently, design safe agent offloading, and automate CX workflows using Intercom Workflows plus APIs. Maintain automations as processes evolve and partner with Product, Engineering, Compliance, and VoC to deliver measurable improvements in CSAT, deflection, and escalation rates.
Location: Dubai
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Audit Fin and Intercom conversations across key customer journeys to identify recurring failure patterns and automation opportunities.
  • •Build and maintain a prioritized automation backlog using customer impact, frequency, CSAT signals, effort, and risk.
  • •Scope and validate data connectors so Fin can resolve conversations independently, partnering on integrations for transaction, wallet, KYC/KYB, card status, delivery tracking, and disputes.
  • •Identify repetitive low-judgment agent actions and design safe ways to automate them via Intercom Workflows, APIs, or other automated actions.
  • •Automate internal CX workflows using tools like n8n and Zapier (escalation routing, handoffs, status updates, reporting, dashboard refreshes) and maintain/troubleshoot safeguards in high-risk workflows.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionRemote WorkLearning Budget

Key Requirements

  • •Highly analytical: turn messy conversation-level data into clear patterns, priorities, and buildable solutions.
  • •Think in systems: identify root causes for recurring customer issues and repetitive agent tasks, then automate them.
  • •Comfortable using Intercom, Retool, n8n, Zapier, APIs, and workflow tools while partnering closely with Engineering.
  • •Ability to scope ambiguous operational problems into workflows, connectors, automation, or product requirements.
  • •Design logic-heavy workflows with triggers, conditions, routing rules, fallbacks, and escalation paths while balancing automation with judgment and risk.
Experience:FintechPaymentsBankingCustomer supportIntercom
Skills:AnalyticalSystems thinkingProblem-solvingCollaborationRisk awareness
Tech Stack:IntercomFinN8nZapierRetoolAPIsIntercom WorkflowsWebhooksLLM-based supportAI agents

Company Brief

Ziina
Provides fast, secure mobile payments and peer-to-peer money transfers in the UAE and GCC, enabling consumers and merchants to send, receive, and pay using phone numbers and QR codes, with a focus on low fees and simplified onboarding.
Industry: Payments
Headquarters: Dubai, United Arab Emirates
Website