Partner Support Team Leader
Role Overview
Tabby is seeking a Partner Support Team Leader who is observant, analytical, goal-oriented, and people-focused.
The role ensures partners receive world-class support by managing performance, enabling process excellence, and developing high-performing teams.
Requires someone who thrives in a fast-paced environment, can translate business priorities into operational targets, and is confident coaching and inspiring others.
Key Skills for This Role
Full Job Posting
Role Overview
Tabby is seeking a Partner Support Team Leader who is observant, analytical, goal-oriented, and people-focused.
The role ensures partners receive world-class support by managing performance, enabling process excellence, and developing high-performing teams.
Requires someone who thrives in a fast-paced environment, can translate business priorities into operational targets, and is confident coaching and inspiring others.
Team Leadership & Coaching
- Lead, coach, and motivate a Partner Support team to consistently achieve KPIs (CSAT, FCR, Productivity, Adherence).
- Deliver 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
- Manage daily workflows, escalations, and partner deliverables across multiple support channels.
- 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
- Participate in QA monitoring and ensure action plans are executed.
- 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
- Partner with Scoring, Finance, BD, and Product teams to resolve escalations and streamline partner journeys.
- 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.
Benefits
- Quarterly bonus based on achieving operational targets.
- Career growth opportunities, subject to business needs and performance.
- Exposure to a high-growth fintech environment with opportunities to shape operational excellence.
Employment Details
Department: Partner Support Ops
Employment Type: Full Time
Location: KSA
Application deadline: 30 November 2026
Requirements
- Observant, analytical, goal-oriented, and people-focused
- Confident in coaching and inspiring others
- Able to translate business priorities into operational targets
- Thrives in a fast-paced environment
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