Partner Support Team Leader (Saudi Nationals)

About the Role

Tabby is looking for a dedicated Partner Support Team Leader who thrives on observation, analytics, and goal completion while maintaining a people-first approach. This role is crucial in delivering exceptional support to partners by managing team performance, driving process excellence, and fostering high-performing workgroups.

Responsibilities

• Lead, coach, and motivate a Partner Support team to constantly meet or exceed KPIs such as customer satisfaction, first contact resolution, productivity, and adherence.
• Provide structured feedback through quality assurance reviews, calibration meetings, and one-on-one performance sessions.
• Develop and implement individual growth plans to enhance skills and retain top talent.
• Oversee daily workflows, manage escalations, and ensure partner deliverables are met across various support channels.
• Implement performance improvement processes to uphold SLAs and ensure consistent policy application including controls for fraud and hold times.
• Collaborate with Operations Management to identify risks, close any delivery gaps, and optimize schedule allocations.
• Engage in quality assurance activities and ensure follow-up on action plans to maintain high standards.
• Advocate for the use of side-ticketing and escalation frameworks to boost operational efficiency and traceability.
• Keep the team informed about changes in products, processes, and relevant industry developments.
• Spot opportunities to automate or enhance workflows to improve the overall partner experience.
• Work closely with teams in scoring, finance, business development, and product to manage escalations and simplify partner interactions.
• Support business key performance delivery through detailed reporting, root cause analyses, and proposing pragmatic solutions.
• Report critical issues to senior leadership with comprehensive data and recommendations.

Required Qualifications and Skills

• At least one year of proven leadership experience in contact centers or B2B support environments.
• Preferred background in fintech, financial services, banking, or e-commerce industries.
• Strong coaching and people development competencies with a track record in performance management.
• Advanced analytical and problem-solving skills, capable of converting insights into actionable steps.
• Proficient in English (minimum B2 level); Arabic language skills considered a valuable advantage.
• Experience managing remote or distributed teams is beneficial.
• Ability to handle demanding partners and sensitive escalation situations with professionalism.
• Demonstrated expertise in reporting and delivering presentations to management teams.
• Bachelor’s degree in business, operations, or a related field is required.

Job Benefits and Working Conditions

• Quarterly performance-based bonus incentives.
• Opportunities for professional growth aligned with performance and business needs.
• Rotational shifts operating 24/7, typically five days per week with 9-hour shifts including breaks.
• Exposure to a dynamic, high-growth fintech environment offering the chance to influence operational excellence.

Additional Information

Application Deadline: 30 July 2026

Department: Partner Support Operations

Employment Type: Full-time

Location: KSA (Saudi Arabia)

Reports to: Sergei Piatkov