Partner Support Team Leader

Role overview

Team leadership and coaching

• Lead, coach, and motivate the Partner Support team to achieve CSAT, FCR, productivity, and adherence KPIs.
• Provide structured feedback through QA reviews, calibration sessions, and performance one-to-ones.
• Create and maintain development plans to grow skills and retain strong performers.

Operational delivery and quality

• Manage daily workflows, escalations, and partner deliverables across multiple support channels.
• Drive performance improvement routines and ensure SLA achievement and fair policy application, including DAT, Hold Timer, and CSAT Fraud controls.
• Work with the Operations Manager to identify risks, close delivery gaps, and optimize team scheduling.
• Participate in QA monitoring, ensure action plans are completed, and maintain the side-ticket and escalation framework for efficiency and traceability.
• Keep the team updated on product and process changes and industry trends; identify automation and workflow improvement opportunities.

Stakeholder and business alignment

• Collaborate with Scoring, Finance, Business Development, and Product teams to resolve escalations and streamline partner journeys.
• Support business targets through reporting, root-cause analysis, and solution proposals.
• Escalate high-impact issues to senior management with clear data and recommendations.

Candidate profile

• The description seeks someone observant, analytical, goal-oriented, and people-focused who thrives in a fast-paced environment.
• The candidate should be confident coaching and inspiring others and translating business priorities into operational targets.
• The role requires delivering a strong partner experience while maintaining service levels and operational policies.

Benefits

• Quarterly bonus based on achieving operational targets.
• Career growth opportunities are subject to business needs and performance.
• The role offers exposure to a high-growth fintech environment and opportunities to shape operational excellence.

About Tabby