Job Application for Customer Excellence Agent at Ziina

The Role

We are currently looking for an enthusiastic Customer Excellence Agent who can act as an advocate for our customers. The role will be within our fast-paced startup team, including all aspects of Customer Experience and Operations with Ziina. You will be the first point of contact for customers and be responsible for responding to customer inquiries via the main support channels. You will also be expected to use customer complaints and feedback to help improve our internal processes.

As a Customer Excellence Specialist at Ziina, you will:

Embody positivity and take a solution-oriented approach in every customer interaction.
Respond promptly and professionally to inquiries via chat, WhatsApp, and email.
Resolve customer issues across onboarding, account status, payments, fees and limits, cash out, referral flows, and locked accounts.
Meet customer experience KPIs such as SLAs and CSAT.
Escalate complex issues and triage potential bugs or operational blockers to the right teams.
Maintain accurate records of customer interactions and ensure data security and compliance.
Identify and share opportunities to improve our processes and customer experience.

To succeed in this role, you likely:

Have at least a year of experience in Customer Support and enjoy helping people solve problems.
Feel confident communicating in English, and you’ll have an edge if you’re also fluent in Arabic.
Enjoy working both independently and alongside a supportive team.
Notice the small details while keeping a problem-solving mindset.
Can juggle multiple requests and still keep things organised.
Care deeply about creating a great experience for every customer you interact with.
Are quick to pick up new technology and feel comfortable navigating different platforms and tools.

What would amaze us

You’ve supported customers in fintech, payments, or another fast-moving, regulated industry.
You anticipate customer needs and propose solutions before issues arise.
You’ve contributed to improving CX processes, tools, or automations in past roles.
You thrive in a startup environment — rolling up your sleeves, adapting quickly, and wearing many hats.

This is a shift-based role, with coverage needed during evenings, weekends, and holidays as part of a team rotation. Your typical schedule will be:

8 hour shift
5 days a week, that may include weekend depending on the rotation schedule
Fully remote position with working hours aligned to Dubai, UAE

About Ziina

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.

Join us in shaping the future of financial freedom. Every role here is an opportunity to make a real impact. Let’s build something that matters—together.