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