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Service Designer

Service Designer

TabbyRiyadh, Riyadh Region, Saudi Arabia
12 days ago
Job description

About Us

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money. Tabby’s flagship offering allows shoppers to split payments online and in-store with no interest or fees. Over 40 000 global brands including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers.

Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest‑rated, most‑reviewed, largest, and fastest‑growing FinTech in the GCC region. Since its launch in 2019, Tabby has raised more than $1 billion in equity and debt funding and is now valued at $3.3 billion.

Role Overview

We are looking for a Service Leader who combines operational insight, agent enablement, and content design expertise. In this role, you will empower customer‑experience agents with the right tools, guidance, and knowledge to deliver outstanding customer experiences. By analysing agent interactions, recurring tickets, and QA data, you will identify pain points and translate them into actionable solutions, content updates, and product improvements.

Key Responsibilities

  • Agent Enablement & Content Design

Create high‑quality, actionable content for agents (guides, FAQs, walkthroughs, quick‑reference materials, and eLearning modules).

  • Translate complex product features, policies, and workflows into simple, scannable, and practical content.
  • Support Insights & Customer Experience

    • Monitor ticket trends, agent feedback, and QA metrics to identify recurring friction points.

  • Surface agent‑observed and customer pain points to Product for actionable improvements.
  • Cross‑Functional Collaboration

    • Partner with Product Managers, Ops, QA, and Training teams to co‑design process or content solutions.

  • Facilitate alignment sessions, feedback loops, and knowledge sharing across teams.
  • Continuous Improvement

    • Maintain, iterate, and optimise all agent‑facing content for accuracy, clarity, and usability.

  • Proactively identify gaps in agent knowledge or recurring customer pain points and recommend solutions.
  • Operational Excellence & Metrics

    • Maintain a friction log and track resolution status for recurring issues.

  • Measure success via agent readiness, ticket volume reduction, content usage, and customer satisfaction improvements.

    • Skills, Knowledge & Expertise

  • Excellent written and verbal communication in English ; Arabic proficiency is a plus.
  • 2+ years of experience in CX, content design, instructional design, or operational enablement.
  • Hands‑on experience with design / content tools and knowledge‑base platforms.
  • Strong analytical mindset : able to interpret agent feedback, QA metrics, and ticket trends to inform content and process improvements.
  • Collaborative and cross‑functional : able to influence Product, Ops, and Training teams.
  • Strong problem‑solving skills with the ability to translate operational challenges into actionable solutions.
  • Detail‑oriented and process‑driven, capable of maintaining high quality under tight deadlines.

    • Preferred Qualifications

  • Experience in CX operations, service leadership, or product support.
  • Familiarity with multilingual teams or designing content for agents.
  • Understanding of UX principles and user‑centric content creation.
  • Experience in data‑driven content iteration based on agent and customer insights.

    • Job Benefits

  • Flexible working hours and autonomy to work at a pace that suits you and your team.
  • Opportunities to influence the growth of a leading FinTech from day one.
  • Participation in the company’s employee stock‑options program.
  • Health insurance coverage.
  • Flexi Perks : monetary benefit to spend on health, well‑being, education, or professional development.

    • About Tabby

    Tabby creates financial freedom in the way people shop, earn, and save by reshaping their relationship with money. The company’s flagship offering allows shoppers to split payments online and in‑store with no interest or fees. Over 32 000 global brands, including Amazon, Noon, IKEA, and Shein, use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments. Tabby has generated over $7 billion in transaction volume for its partner brands and is the highest‑rated, most‑reviewed, largest, and fastest‑growing app of any FinTech in the GCC region.

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