CX - Specialist, Operations Automation

Role Overview

CX Specialist, Operations Automation at Ziina. This role leads customer experience operations automation efforts, managing specialist teams and designing AI-powered workflows to resolve customer issues at scale.

Role Purpose

To drive automation and scalability of customer support operations by auditing AI-handled conversations, building prioritized automation backlogs, designing safe workflows for AI execution, and developing Level 2 and Level 3 specialists to deliver measurable improvements in deflection, CSAT, and frontline capacity.

Key Responsibilities

Team Leadership & Development

• Lead and support Level 2 and Level 3 CX specialists, providing day-to-day guidance and removing blockers.
• Coordinate project work to ensure priorities are delivered effectively.
• Develop Level 2 and Level 3 specialists through regular coaching, feedback, and support.
• Build specialist skills and help team members take ownership of projects.
• Support growth toward greater responsibilities.

Automation Analysis & Optimization

• Audit AI-handled conversations across priority customer journeys.
• Identify recurring failure patterns in AI interactions.
• Turn identified patterns into concrete opportunities across Integrations, Guidance & Escalation, Content, and Automated Actions.
• Analyze large volumes of support conversations to identify recurring patterns.
• Translate patterns into product, process, or automation improvements.

Backlog & Prioritization

• Build and maintain a prioritized automation backlog.
• Use customer impact, frequency, CSAT signals, effort, and risk to prioritize work.
• Scope what gets worked on first based on measurable criteria.

Data Connectors & Integrations

• Scope and validate data connectors AI needs to resolve more conversations independently.
• Partner with Engineering and Product on integrations.
• Integrate transaction status, wallet balance, KYC/KYB status, card status, delivery tracking, bank processing times, and disputes data.

Workflow Design & Automation

• Identify repetitive, low-judgment actions agents perform after escalation.
• Design safe ways for AI to execute actions directly through automated customer journeys or API-triggered actions.
• Automate internal CX workflows using Claude, n8n, and Zapier.
• Automate escalation routing, handoffs, status updates, reporting, and dashboard refreshes.
• Design logic-heavy workflows with triggers, conditions, routing rules, fallbacks, and escalation paths.
• Ensure workflows balance automation with judgment and account for fraud, compliance, and customer risk.

Operations & Maintenance

• Maintain and troubleshoot automations as processes evolve.
• Implement clear safeguards for fraud, compliance, and other high-risk workflows.

Cross-functional Collaboration & Reporting

• Partner with Product, Engineering, Compliance, and Knowledge & VoC to turn recurring support problems into scalable fixes.
• Present priorities, performance, and demand forecasts at WBRs and QBRs.
• Connect shipped work to metrics including AI deflection, CSAT, escalation rate, handling time, and frontline capacity.

Skills & Competencies

Technical Skills

• Proficient with Claude, n8n, Zapier, Retool, and workflow builders.
• Comfortable working with APIs and API-triggered actions.
• Able to work with data connectors and integrate external systems.
• Experience with webhooks and internal tools for operational automation.

Analytical & Problem-Solving

• Highly analytical; able to turn messy conversation-level data into clear patterns, priorities, and buildable solutions.
• Systems thinking; instinct to understand root cause of recurring customer issues or repetitive agent tasks.
• Ability to take ambiguous operational problems and turn them into clearly scoped workflows, connectors, automations, or product requirements.
• Measure outcomes and connect work to metrics.

Collaboration & Communication

• Collaborate closely with Engineering without needing to be a software engineer.
• Strong people leadership skills.

AI & Innovation

• Understanding of AI agents and LLM-based tools in production environments.
• Ability to improve AI resolution, deflection, or CSAT performance.
• Awareness of latest AI updates, innovations, and tools.

Qualifications & Experience

• Experience building customer support or operations automations using Claude, n8n, Zapier, Retool, or similar platforms.
• Direct experience working with APIs, webhooks, data connectors, or internal tools to automate operational workflows.
• Experience using AI agents or LLM-based tools in production.
• Experience analyzing large volumes of support conversations.
• Experience designing workflows where AI can safely take actions on behalf of a customer, rather than only answering questions.
• Experience in fintech, payments, banking, or another environment where automation must account for fraud, compliance, and financial risk.
• Demonstrated measurable improvements in deflection, CSAT, escalation rate, response time, or operational capacity driven by automation.