Portfolio Jobs

The Role

We are looking for a Customer Excellence (CX) Manager to lead our growing CX team. This role goes beyond day-to-day support management: you will be responsible for driving operational excellence, scaling CX processes, and positioning customer experience as a strategic function that impacts retention, loyalty, and growth.

As Customer Excellence Manager, you will oversee CX Specialists and frontline agents, ensuring high performance, quality, and alignment with company-wide goals. You will act as the bridge between CX and other teams (Product, Fraud, Compliance, Risk, and Engineering), making sure customer feedback directly shapes product and business decisions.

As a Customer Excellence Manager at Ziina, you will:

• Lead and develop CX Specialists and agents through coaching, performance reviews, and 1:1 sessions.
• Foster a high-performance, customer-obsessed culture built on accountability, empathy, and motivation.
• Manage hiring, onboarding, and training to ensure the team scales effectively with the business.
• Implement talent development and retention strategies to build future CX leaders.
• Oversee daily CX operations, ensuring inquiries are resolved efficiently, within SLAs, and to the highest standards.
• Monitor CX metrics (CSAT, NPS, FRT, deflection, resolution rate) and take corrective actions where needed.
• Drive automation, AI tools, and self-service improvements to reduce contact rates and boost efficiency.
• Ensure compliance with CX processes, policies, and regulatory requirements.
• Execute the CX strategy in alignment with company objectives and long-term growth goals.
• Lead Voice of the Customer (VoC) initiatives, ensuring feedback informs product, marketing, and operations.
• Partner with Product, Fraud, Risk, Compliance, and Engineering to solve systemic issues and drive improvements.
• Champion CX as a business driver, demonstrating its impact on retention, loyalty, and revenue.

To succeed in this role, you likely:

• Have 6+ years in customer experience, including at least 3 years leading teams.
• Get energy from scaling and guiding CX teams in high-growth environments (fintech, SaaS, or digital-first industries preferred).
• Love diving into data, spotting patterns, and turning insights into action.
• Communicate with clarity and empathy in English (bonus if you also bring Arabic skills).
• Enjoy experimenting with automation, AI tools, and self-service strategies to make CX smarter and more efficient.
• Care deeply about building a customer-first culture that blends efficiency with empathy.

What would amaze us

• You’ve implemented AI-driven or automation-first CX strategies that meaningfully reduced contact rates while improving customer satisfaction.
• You’ve influenced cross-functional strategy by driving Voice of the Customer insights that shaped product or business decisions.
• You’ve created career paths and grown CX specialists into future leaders within your teams.
• You see CX not just as support, but as a strategic growth lever that drives loyalty, retention, and revenue.
• You are fluent in written and spoken Arabic