Dispute Team Leader

Tabby; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A financial technology company is seeking a Disputes Team Leader to manage a team of 10–15 Dispute Agents. This role involves overseeing dispute resolutions, driving team performance to meet KPIs, and ensuring effective communication between customers and merchants. The ideal candidate will have 2–3 years of leadership experience and a background in customer experience or dispute management. This position is located in Riyadh, Saudi Arabia, with full-time onsite employment.

Qualifications

• 2–3 years of experience in a leadership role within Customer Experience or Dispute Management.
• Strong understanding of refund processes and merchant-customer mediation.
• Ability to work under pressure in high-volume environments.

Responsibilities

• Lead and develop a team of 10–15 Dispute Agents.
• Monitor key performance metrics including Customer Satisfaction and Quality Accuracy.
• Ensure timely and accurate resolution of disputes.

Skills

Team motivation

Dispute handling

Communication skills

Problem-solving

Decision-making

Performance management

Education

Bachelor’s degree in Business, Management, or related field

Job description

Disputes Team Leader is responsible for managing a team of 10–15 Dispute Agents who act as intermediaries between customers and merchants. The role ensures that all disputes related to non-delivered orders, refund issues, and product concerns are handled promptly, accurately, and fairly. The Team Leader drives team performance to meet customer satisfaction, quality, and operational KPIs while ensuring accurate communication with both customers and merchants.

Application Deadline: November 23, 2025

Department: Customer Experience Management

Employment Type: Full Time

Location: Egypt

Workplace type: Onsite

Reporting To: Mustafa Sayed

Key Responsibilities

• Lead, motivate, and develop a team of 10–15 Dispute Agents.
• Monitor and drive key performance metrics including:
  • Customer Satisfaction (CSAT)
  • Productivity
  • Adherence & Utilization
  • Occupancy Rate
  • Resolution within SLA
  • Quality Accuracy
  • Reply and Handling Time
• Conduct regular performance reviews and provide coaching to enhance agent effectiveness.
• Ensure team readiness through ongoing training, calibration, and feedback sessions.

Operational Excellence

• Oversee the full dispute lifecycle between customers and merchants, ensuring timely and accurate resolution.
• Ensure all communications with merchants and customers are professional, clear, and compliant with internal standards.
• Monitor queues and manage workload distribution to maintain service levels.
• Identify process gaps and provide actionable recommendations for improvement.

Quality & Compliance

• Maintain high-quality standards in case handling, documentation, and follow-ups.
• Ensure all dispute cases are resolved in alignment with policy, service level agreements, and customer fairness principles.
• Collaborate with QA, Training, and Process Excellence teams to maintain continuous improvement.

Skills, Knowledge & Expertise

• Bachelor’s degree in Business, Management, or related field (preferred).
• Minimum 2–3 years of experience in a leadership role within Customer Experience, Dispute Management, or similar operational functions.
• Strong understanding of dispute handling, refund processes, and merchant-customer mediation.
• Excellent communication, problem-solving, and decision-making skills.
• Proficiency in performance management, coaching, and team motivation.
• Ability to work under pressure and maintain service quality in high-volume environments.

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.

Our Hiring Process

1. Stage 1: Applied
2. Stage 2: Review
3. Stage 3: HR call @Tabby
4. Stage 4: Technical interview @Tabby
5. Stage 5: Final interview @Tabby
6. Stage 6: Hired

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