Partner Support Team Leader, Saudi Resident
Tabby | تابيRiyadh, Riyadh Region, Saudi Arabia3 days ago
Job descriptionDeliver 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 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. Quality & Process Management 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. Stakeholder & Business Alignment 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. Proven success in contact center or B2B support leadership (1+ years as TL or Manager). Experience with financial services, fintech, banking, or e‑commerce preferred. Strong coaching, people development, and performance management skills. Excellent analytical and problem‑solving abilities; able to turn data into action. Fluency in English (B2+) required; strong Arabic is an advantage. Experience in remote or distributed team management is a plus. Confident handling demanding partners, escalations, and sensitive situations. Skilled in reporting and presenting findings to management. Bachelor’s degree in a relevant discipline (business, operations, or related field). Quarterly Bonus based on achieving operational targets. Career Growth Opportunities, subject to business needs and performance. Rotational Shifts : 24 / 7 operation, 5 working days per week, 9‑hour shifts including breaks. Exposure to a high‑growth fintech environment with opportunities to shape operational excellence.
Tabby is seeking a Partner Support Team Leader who is observant, analytical, goal-oriented, and people-focused. Your role is to ensure world‑class partner support by managing performance, enabling process excellence, and developing high‑performing teams.
Application Deadline : 16 December 2025
Department : Partner Support Ops
Employment Type : Full Time
Location : KSA
Reporting To : Sergei Piatkov
Key Responsibilities
- Team Leadership & Coaching
Lead, coach, and motivate a Partner Support team to consistently achieve KPIs (CSAT, FCR, Productivity, Adherence).
Manage daily workflows, escalations, and partner deliverables across multiple support channels.
Participate in QA monitoring and ensure action plans are executed.
Partner with Scoring, Finance, BD, and Product teams to resolve escalations and streamline partner journeys.
Skills, Knowledge & Expertise
Job Benefits
Seniority level : Mid‑Senior level
Job function : Information Technology
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Team Leader • Riyadh, Riyadh Region, Saudi Arabia
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