Summary
Tabby is seeking a Partner Support Team Leader in KSA to lead and coach a team supporting its partners. The role covers KPI performance, daily workflows, escalations, quality reviews, service levels, and continuous improvement. The team leader will work with Operations, Scoring, Finance, Business Development, and Product teams, and report high-impact issues with data and recommendations. A quarterly bonus is based on operational targets; career growth opportunities depend on business needs and performance.
The posting
As published on tabby.ai. Pulled from the employer's site and shown as they wrote it.
Tabby is seeking a Partner Support Team Leader who is observant, analytical, goal-oriented, and people-focused. You will play a key role in ensuring that our partners receive world-class support by managing performance, enabling process excellence, and developing high-performing teams.
This role requires someone who thrives in a fast-paced environment, can translate business priorities into operational targets, and is confident in coaching and inspiring others. You will be responsible for delivering an outstanding partner experience while ensuring adherence to service levels, operational policies, and continuous improvement standards.
Team Leadership & Coaching
- Lead, coach, and motivate a Partner Support team to consistently achieve KPIs (CSAT, FCR, Productivity, Adherence).
- Deliver structured feedback through QA reviews, calibration sessions, and performance 1:1s.
- Create and maintain development plans to grow skills and retain top performers.
- Operational Delivery
- Manage daily workflows, escalations, and partner deliverables across multiple support channels.
- Drive performance improvement routines, ensuring SLA achievement and fair application of policies (e.g., DAT, Hold Timer, CSAT Fraud controls).
- Collaborate with Operations Manager to identify risks, close delivery gaps, and optimize team scheduling.
- Manage daily workflows, escalations, and partner deliverables across multiple support channels.
- Quality & Process Management
- Participate in QA monitoring and ensure action plans are executed.
- Champion the side-ticket and escalation framework to maintain efficiency and traceability.
- Keep the team updated on product/process changes and industry trends.
- Identify opportunities for automation and workflow improvement to enhance partner experience.
- Participate in QA monitoring and ensure action plans are executed.
- Stakeholder & Business Alignment
- Partner with Scoring, Finance, BD, and Product teams to resolve escalations and streamline partner journeys.
- Support delivery of business targets through reporting, root-cause analysis, and solution proposals.
- Escalate high-impact issues to senior management with clear data and recommendations.
- Partner with Scoring, Finance, BD, and Product teams to resolve escalations and streamline partner journeys.
Quarterly Bonus based on achieving operational targets.
- Career Growth Opportunities, subject to business needs and performance.
- Exposure to a high-growth fintech environment with opportunities to shape operational excellence.