AM Retention Specialist (Merchant Operations)

Compensation: SR9,000 – SR10,000 / month

Description

You’ll handle the operational issues Partner Support escalates for live merchants in KSA, and fix them accurately and fast. When a merchant wants to leave Tabby, you find out why and try to keep them. The AM Retention team works alongside the Onboarding team but is a separate team, with its own queue and KPIs.

Key Responsibilities

• Work the AM Retention ticket queue and close escalations within SLA
• Set up and change merchant accounts in Back Office: payment links, API checkout integrations, store and dashboard names, payout cycles and platform changes
• Handle contracts: issue new ones at the merchant’s existing rates, track down missing ones and update legal entities
• Process KSA/UAE cross-border requests and add new branches
• Handle deactivation requests: find the reason (Tabby Card, rates, KYB documents, not using Tabby) and try to retain the merchant
• Escalate Tier 1 and Tier 2 or non-standard cases to the right Account Manager or deal owner, with full context
• Collect KYB documents from merchants and work with Compliance to meet regulatory standards
• Keep CRM and ticket notes clean and current on every case

Skills, Knowledge and Expertise

• 1 to 3 years in merchant operations, account management, customer support or similar; fintech or payments is a plus
• Fluent Arabic and English, written and spoken
• Sharp attention to detail: a wrong commission or contract setup counts as a critical error here
• Comfortable with CRM, ticketing and internal admin tools, and quick to learn new systems
• Takes ownership, asks questions and follows through
• Available for the team’s rotating schedule, which covers all seven days of the week