Partner Support Specialist, Saudi National – 11th of Oct

Description

At Tabby, we are on a mission to deliver world-class partner experiences that set the standard in fintech. As a Partner Support Specialist, you will be the front line of communication with our merchants and applicants — ensuring every interaction builds trust, resolves issues quickly, and strengthens our relationships.

You will support partners across multiple channels (chat, email, phone), resolve operational and business inquiries, and play a key role in driving key metrics such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Adherence. This is a role for someone who thrives in a fast-paced environment, can balance empathy with accuracy, and takes ownership of delivering outcomes.

Key Responsibilities

• Partner Communication & Issue Resolution
  • Provide support to Tabby partners and applicants across chat, email, and phone.
  • Handle escalations with professionalism and ensure fair application of PS policies (DAT, Hold Timer, CSAT fraud checks).
  • Ensure accurate, timely resolution in line with SLAs and process guidelines.
• Process Adherence & Quality
  • Apply Partner Support procedures and knowledge-base materials consistently.
  • Maintain high QA standards by following templates, knowledge cards, and approved flows.
  • Escalate complex cases via side-ticketing and ensure traceable handovers to TLs or other functions.
• Continuous Improvement
  • Capture insights from partner queries to help identify gaps in workflows and policies.
  • Suggest improvements that enhance FCR and CSAT performance.
  • Stay current on product, scoring, finance, and payout processes to provide accurate guidance.

• Collaboration & Business Alignment
• Work closely with Scoring, Finance, BD, and Product teams to ensure smooth end-to-end partner journeys.
• Support colleagues in achieving collective targets and maintaining a high-performance culture.

Skills, Knowledge and Expertise

• Strong fluency in Arabic and English (both written and verbal).
• Bachelor’s degree or higher (business, finance, marketing, operations, or related field preferred).
• Experience in B2B support, call center, or customer operations is a plus.
• Excellent communication, problem-solving, and relationship-building skills.
• High attention to detail and ability to follow structured processes.
• Resilience and confidence in handling demanding partners and escalations.
• Analytical mindset and ability to turn data/feedback into action.
• Self-motivated with strong ownership and accountability.

Benefits

• Monthly Bonus tied to achieving operational KPIs (CSAT, FCR).
• Bonus Multiplier for month-over-month performance improvement.
• Growth Opportunities within Tabby based on business needs and results.