CX Specialist — Operations Automation

As a CX Specialist — Operations Automation at the company, you will:

• Audit Fin and Intercom conversations across key customer journeys, identify recurring failure patterns, and turn them into concrete opportunities across Integrations, Guidance & Escalation, Content, and Automated Actions.
• Build and maintain a prioritized automation backlog, using customer impact, frequency, CSAT signals, effort, and risk to decide what gets worked on first.
• Scope and validate the data connectors Fin 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, and disputes.
• Identify repetitive, low-judgment actions agents perform and design safe ways for Fin to execute them directly through Intercom Workflows, APIs, or other automated actions.
• Automate internal CX workflows using tools like 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 with tools like Intercom, Retool, n8n, Zapier, APIs, and workflow builders, and can work 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.

What Would Amaze Us

• You've built customer support or operations automations using Intercom Workflows, Fin, n8n, Zapier, Retool, or similar tools.
• You've worked directly with APIs, webhooks, data connectors, or internal tools to automate operational workflows.
• You've used AI agents or LLM-based support tools in production and improved their resolution, deflection, or CSAT performance.
• You've analyzed large volumes of support conversations and turned recurring patterns into product, process, or automation improvements.
• You've designed workflows where an AI system 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.

What We Offer

• Pretty Sweet Package: We offer an above-market compensation package in the form of a base salary plus equity. Since income tax is 0% in Dubai, you get to keep every penny (or fil).
• Flexible Work: Our team is all based in Dubai, but hours at the company are flexible, and employees can work two days from home and work remotely for up to one month every year.
• Insurance: We offer competitive medical, dental, and vision insurance for employees and dependents through our provider, Allianz.
• Office Hours: We've set up recurring office hours with early employees and executives at top technology companies globally to advise us across company functions: engineering, product, design, and growth.
• Educational Stipend: We cover the costs of whatever courses, books, or programs any team member chooses to take in pursuit of leveling up.
• Prime Office Location and Amenities: Our HQ is located in the heart of Dubai's financial district (DIFC). Our office space includes various amenities, including ergonomic workstations, phone booths, meeting rooms, and a pantry, and is a five-minute walk away from dozens of eateries, cafes, and restaurants in the heart of the DIFC.