Partner Support Team Leader

Description

Tabby is seeking a Partner Support Team Leader who is observant, analytical, goal-oriented, and people-focused. You will play a key role in ensuring that our partners receive world-class support by managing performance, enabling process excellence, and developing high-performing teams.

This role requires someone who thrives in a fast-paced environment, can translate business priorities into operational targets, and is confident in coaching and inspiring others. You will be responsible for delivering an outstanding partner experience while ensuring adherence to service levels, operational policies, and continuous improvement standards.

Key Responsibilities

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.

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• 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.

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• 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.

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• 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.

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• 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.

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.