Process Analyst Customer Experience

Department

About Tabby

About The Role

Process Optimization

• Apply your deep understanding of customer support best practices to design processes that improve satisfac-
• tion and resolve pain points.
• Analyze end-to-end support workflows to identify inefficiencies, bottlenecks, gaps, and automation opportunities.
• Design and implement improvements that enhance efficiency, consistency, and customer satisfaction.
• Workflow documentation & tooling:
• Create and maintain formalized procedures — step-by-step instructions with the context agents need to use
• CRM tools effectively — using BPMN, flowcharts, and structured procedure formats.
• Maintain the CRM procedure library as products and policies evolve.
• Use AI tools day to day, and help improve the internal tooling that supports process execution — knowledge
• bases, procedure-delivery systems, and AI-assisted workflows — whether by contributing to building it or by proposing enhancements.
• Use Claude Code to prototype solutions quickly, query operational data, and turn findings into actionable improvements.
• Cross-functional collaboration:
• Work with Agents, Team Leads, QA, Training, Product, and the LLM Agent team to gather feedback and align process changes with organizational goals.
• Contribute to the team’s broader AI-tool adoption — testing, evaluating, and documenting how LLM-based tools can augment support operations.

, Knowledge & Expertise

• 2+ years in customer support operations as a process analyst, business analyst, or similar role — ideally in asupport or fintech environment.
• Deep understanding of customer service principles, escalation flows, and SLA management.

Technical Skills

• Proficiency in process-modeling standards: BPMN, flowcharts, and swimlane diagrams.
• Familiarity with CRM and ticketing systems (e.g. Salesforce, Zendesk).
• Strong analytical skills — turning operational metrics into clear, prioritized actions.
• Hands-on experience with AI coding tools (Claude Code, Cursor, Codex), or a demonstrated ability to build
• with LLM assistance; familiarity with prompt engineering and LLM-based workflows.

Soft Skills

• Intellectually curious — you read broadly about AI, process design, and emerging tools without being
• prompted.
• Detail-oriented with a bias toward action: you spot problems and move quickly to prototype solutions.
• Comfortable with ambiguity; able to define your own scope when needed.
• A collaborative communicator across technical and non-technical audiences.
• Strong project management discipline: organization, prioritization, and on-time delivery.

Lean / Six Sigma certification

• RPA or automation experience
• Claude Code / Codex / similar system
• Fintech or BNPL background
• Arabic language skills
• BPMN proficiency
• Why this role?
• A chance to use AI tooling every day — and to help shape it, whether by contributing to building it or by proposing enhancements.
• Shape workflows used daily by hundreds of agents at a fast-growing fintech operating at scale.
• A lean team with direct impact and no bureaucratic distance from your output.

Job Benefits

• We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.
• A working environment that gives you autonomy and responsibility from day one.
• You should be comfortable with the idea that the quality of your work will influence the shape of your career.
• Participation in the company’s employee stock options program.
• Health Insurance.
• Flexi Perks: a monetary benefit to spend on what matters most to you — health, well-being, education, or professional development.

Job Details

About The Company

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