Dispute Team Leader

Disputes Team Leader

is responsible for managing a team of 10–15 Dispute Agents who act as intermediaries between customers and merchants. The role ensures that all disputes related to

non-delivered orders, refund issues, and product concerns

are handled promptly, accurately, and fairly. The Team Leader drives team performance to meet customer satisfaction, quality, and operational KPIs while ensuring accurate communication with both customers and merchants.

Application Deadline :

November 23, 2025

Department :

Customer Experience Management

Employment Type : Full Time

Location : Egypt

Workplace type : Onsite

Reporting To : Mustafa Sayed

Key Responsibilities

Lead, motivate, and develop a team of 10–15 Dispute Agents.

Monitor and drive key performance metrics including :

Customer Satisfaction (CSAT)

Productivity

Adherence & Utilization

Occupancy Rate

Resolution within SLA

Quality Accuracy

Reply and Handling Time

Conduct regular performance reviews and provide coaching to enhance agent effectiveness.

Ensure team readiness through ongoing training, calibration, and feedback sessions.

Operational Excellence

Oversee the full dispute lifecycle between

customers and merchants , ensuring timely and accurate resolution.

Ensure all communications with merchants and customers are professional, clear, and compliant with internal standards.

Monitor queues and manage workload distribution to maintain service levels.

Identify process gaps and provide actionable recommendations for improvement.

Quality & Compliance

Maintain high-quality standards in case handling, documentation, and follow-ups.

Ensure all dispute cases are resolved in alignment with policy, service level agreements, and customer fairness principles.

Collaborate with QA, Training, and Process Excellence teams to maintain continuous improvement.

Skills, Knowledge & Expertise

Bachelor’s degree in Business, Management, or related field (preferred).

Minimum

2–3 years of experience

in a leadership role within Customer Experience, Dispute Management, or similar operational functions.

Strong understanding of dispute handling, refund processes, and merchant-customer mediation.

Excellent communication, problem-solving, and decision-making skills.

Proficiency in performance management, coaching, and team motivation.

Ability to work under pressure and maintain service quality in high-volume environments.

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 their payments online and in-store with no interest or fees. Over 32,000 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 has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

Our Hiring Process

Stage 1 : Applied

Stage 2 : Review

Stage 3 : HR call @Tabby

Stage 4 : Technical interview @Tabby

Stage 5 : Final interview @Tabby

Stage 6 : Hired

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