职位描述

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

Partner Support Team Leader (Saudi Nationals)