Portfolio Jobs

The Role

We are looking for an enthusiastic Customer Excellence Agent with a strong background in social media engagement and reputation management. You will be the public voice of Ziina, handling customer interactions across LinkedIn, TikTok, Instagram, Apple/Google Store, and Trustpilot. Your role combines empathy, professionalism, and creativity to ensure every public-facing response reflects our brand values while protecting and enhancing our reputation.

As a Customer Excellence Specialist at Ziina, you will:

• Monitor and respond to customer DMs and comments, reviews, and messages across LinkedIn, TikTok, Instagram, Apple/Google Store, and Trustpilot.
• Deliver empathetic, professional, and brand-aligned public responses, balancing tone and context.
• De-escalate issues in public threads, redirecting sensitive conversations to private channels when necessary.
• Collaborate with the CX team to ensure tone of voice consistency across all platforms.
• Provide insights from social feedback to CX, FinCrime, Product, and Marketing to drive improvements.
• Track sentiment, highlight reputation risks, and suggest process or communication improvements.
• Identify and share opportunities to improve our processes and customer experience.

To succeed in this role, you likely:

• Have at least 1 year of experience in Customer Experience, Community Management, or Social Media Support.
• Feel confident writing public-facing responses that balance empathy, professionalism, and brand voice.
• Are fluent in both English and Arabic.
• Understand social media culture deeply — especially on TikTok and Instagram.
• Notice details others might miss, solve problems with creativity, and stay organised while handling multiple requests.
• Work well independently and also thrive in a fast-paced, collaborative startup environment.
• Care deeply about creating great customer experiences and protecting the reputation of the brand.

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 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.