Disputes Team Lead, CX & Resolution

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

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.