Service Leader, Customer Experience

About Tabby

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. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN, use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. 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. Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, 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 CX agents with the right tools, guidance, and knowledge to deliver outstanding customer experiences. By analyzing agent interactions, recurring tickets, and QA data, you will identify customer pain points and translate them into actionable solutions, content updates, and product improvements. This role sits at the intersection of CX operations, product insights, and content strategy, ensuring agents are always equipped and customers experience seamless journeys.

Position : Service Leader

Department : Training and Quality

Employment Type : Full Time

Location : UAE

Workplace type : Onsite

Reporting To : Mariam Aerabe

Key Responsibilities

• Agent Enablement & Content Design

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

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

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

Maintain, iterate, and optimize all agent-facing content for accuracy, clarity, and usability.

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

Skills, Knowledge & Expertise

Preferred Qualifications

Job Benefits

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