Service Designer

Phiture; Lisboa; Teletrabalho; EUR 40 000 - 60 000; Tempo integral

Resumo da oferta

A leading financial technology company in Lisbon seeks a Service Leader to empower CX agents with actionable tools and guidance. The role involves creating high-quality content, analyzing agent interactions, and collaborating across teams to enhance customer experience. Candidates should have strong communication skills and a background in CX or content design. This position offers flexible working hours, health insurance, and participation in the employee stock options program.

Serviços

Flexible working hours

Autonomy and responsibility

Participation in employee stock options

Health Insurance

Flexi Perks for personal development

Qualificações

• Excellent written and verbal communication in English; Arabic proficiency is a plus.
• 2+ years of experience in CX, content design, instructional design, or operational enablement.
• Hands‑on experience with design/content tools and knowledge base platforms.

Responsabilidades

• Create high-quality, actionable content for agents.
• Monitor ticket trends and agent feedback.
• Partner with cross-functional teams to co-design solutions.
• Maintain and optimize all agent-facing content.
• Track resolution status for recurring issues.

Conhecimentos

Excellent written and verbal communication in English

2+ years of experience in CX

Hands-on experience with design/content tools

Strong analytical mindset

Collaborative and cross-functional

Strong problem-solving skills

Detail-oriented and process-driven

Descrição da oferta de emprego

Department: Training and Quality

Employment Type: Full Time

Location: Remote/Portugal

Reporting To: Mariam Aerabe

Description

About us

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 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 generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region. Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.

Role Overview

We are looking for a Service Leader who combines operational insight, agent enablement, and content design expertise. In this role, you will empower CX agents with the right tools, guidance, and knowledge to deliver outstanding customer experiences. By analyzing agent interactions, recurring tickets, and QA data, you will identify customer pain points and translate them into actionable solutions, content updates, and product improvements. This role sits at the intersection of CX operations, product insights, and content strategy, ensuring agents are always equipped and customers experience seamless journeys.

Key Responsibilities

• Agent Enablement & Content Design:
  • Create high-quality, actionable content for agents (guides, FAQs, walkthroughs, quick-reference materials, and eLearning modules).
  • Translate complex product features, policies, and workflows into simple, scannable, and practical content.
• Support Insights & Customer Experience:
  • Monitor ticket trends, agent feedback, and QA metrics to identify recurring friction points.
  • Surface agent-observed & customer pain points to Product for actionable improvements.
• Cross-Functional Collaboration:
  • Partner with Product Managers, Ops, QA, and Training teams to co-design process or content solutions.
  • Facilitate alignment sessions, feedback loops, and knowledge sharing across teams.
• Continuous Improvement:
  • Maintain, iterate, and optimize all agent-facing content for accuracy, clarity, and usability.
  • Proactively identify gaps in agent knowledge or recurring customer pain points and recommend solutions.
• Operational Excellence & Metrics:
  • Maintain a friction log and track resolution status for recurring issues.
  • Measure success via agent readiness, ticket volume reduction, content usage, and customer satisfaction improvements.

Skills, Knowledge & Expertise

• Excellent written and verbal communication in English; Arabic proficiency is a plus.
• 2+ years of experience in CX, content design, instructional design, or operational enablement.
• Hands‑on experience with design/content tools and knowledge base platforms.
• Strong analytical mindset: able to interpret agent feedback, QA metrics, and ticket trends to inform content and process improvements.
• Collaborative and cross‑functional: able to influence Product, Ops, and Training teams.
• Strong problem‑solving skills with the ability to translate operational challenges into actionable solutions.
• Detail‑oriented and process‑driven, capable of maintaining high quality under tight deadlines.

Preferred Qualifications

• Experience in CX operations, service leadership, or product support.
• Familiarity with multilingual teams or designing content for agents.
• Understanding of UX principles and user‑centric content creation.
• Experience in data‑driven content iteration based on agent and customer insights.

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.