Ziina Benefits Overview

Own full-cycle recruiting from intake through accepted offer, including outbound sourcing, candidate experience, hiring manager partnership, interview calibration, pipeline analytics, ATS administration, recruitment automation, and external partner management. The role also contributes to employer branding, process improvement, scalable recruiting systems, and talent strategy in a fast-growing startup environment.

Serve as the first point of contact for customers through chat, WhatsApp, and email. Monitor CX KPIs, improve support processes, maintain the knowledge base, evaluate ticket quality, analyze customer metrics, and coordinate cross-functional improvements. Coach and develop support agents, manage schedules and workloads, enforce operational standards, and use customer feedback to drive proactive solutions and product or process enhancements.

Audit customer support conversations, identify recurring issues, prioritize automation opportunities, and build workflows using Intercom, APIs, n8n, Zapier, and Retool. Partner with Product, Engineering, Compliance, and Knowledge teams to develop data connectors, automated actions, escalation routing, and safeguards. Monitor automation performance and present priorities, forecasts, and outcomes using metrics such as AI deflection, CSAT, escalation rate, handling time, and frontline capacity.