Team Lead - Customer Care

About Tamara

Tamara is a major fintech platform serving Saudi Arabia and the wider GCC, with a mission to make customer aspirations easier to achieve through a highly customer-focused financial super-app. It supports millions of users and works with well-known global and regional brands including SHEIN, Jarir, noon, IKEA, and Amazon, along with small and medium-sized businesses.

Recognized as Saudi Arabia’s first fintech unicorn, Tamara is supported by investors such as Sanabil Investments, SNB Capital, and Checkout.com. The company is based in Riyadh and also maintains regional and international support offices.

Role Overview

As Team Lead for the Customer Experience team, you will guide, monitor, and evaluate customer service representatives while sharing regular feedback to improve performance. You will also coach team members, support their professional growth, and help ensure day-to-day service operations run smoothly.

The role calls for a leader who can motivate people, communicate clearly, solve problems effectively, and help shape exceptional customer experiences. The ideal person should be collaborative, resilient, adaptable, and able to respond with urgency while keeping momentum strong.

Key Responsibilities

• Supervise customer service representatives and review their work, while providing consistent performance feedback.
• Plan and track daily customer service operations.
• Support team members with tasks whenever assistance is needed.
• Train staff on customer service practices and company policies.
• Oversee and verify returns, exchanges, and void transactions.
• Handle customer complaints and work toward effective resolutions.
• Help create and roll out service policies, and communicate them clearly to employees and customers.
• Keep proper records and documentation related to customer service activities.

Requirements

• A bachelor’s or master’s degree in business administration, management studies, or a related field.
• Up to 3 years of experience in customer service or a contact center.
• At least 1 year of experience in a supervisory or team lead role.
• Strong leadership ability to guide teams toward high-quality service delivery.
• Excellent communication skills for working effectively with customers and internal stakeholders.
• Solid customer service skills with a polite and professional approach.

Ideal Candidate Traits

You should be someone who takes initiative, works well with others, approaches challenges with a positive mindset, and stays solution-focused. The ability to adapt quickly, show empathy, and maintain respect in all interactions will help you succeed in this role.