Partner Support Leader: Drive Performance & Growth

تابي; Riyadh; On-site; SAR 180,000 - 240,000; Full time

Benefits offered by this job

Quarterly Bonus

Career Growth Opportunities

Exposure to fintech environment

Job summary

Tabby is seeking a Partner Support Team Leader to drive high-performing teams, translate business priorities into ops targets, and coach for outcomes. You will deliver world-class partner support while enforcing SLAs, policies, and continuous improvement in a fast-paced fintech environment.

The role reports to the Partner Support Ops department and offers quarterly bonuses, career growth, and exposure to scalable partner journeys across multiple channels.

Responsibilities

• Lead, coach, and motivate a Partner Support team to consistently achieve KPIs such as CSAT, FCR, productivity, and adherence.
• Deliver structured feedback through QA reviews, calibration sessions, and performance 1:1s.
• Create and maintain development plans to grow skills and retain top performers.
• Manage daily workflows, escalations, and partner deliverables across multiple support channels.
• Drive performance improvement routines, ensuring SLA achievement and fair application of policies (e.g., DAT, Hold Timer, CSAT Fraud controls).
• Collaborate with Operations Manager to identify risks, close delivery gaps, and optimize team scheduling.
• Participate in QA monitoring and ensure action plans are executed.
• Champion the side-ticket and escalation framework to maintain efficiency and traceability.
• Keep the team updated on product/process changes and industry trends.
• Identify opportunities for automation and workflow improvement to enhance partner experience.
• Partner with Scoring, Finance, BD, and Product teams to resolve escalations and streamline partner journeys.
• Support delivery of business targets through reporting, root-cause analysis, and solution proposals.
• Escalate high-impact issues to senior management with clear data and recommendations.

Job description

Tabby is seeking a Partner Support Team Leader to drive high-performing teams, translate business priorities into ops targets, and coach for outcomes. You will deliver world-class partner support while enforcing SLAs, policies, and continuous improvement in a fast-paced fintech environment.

The role reports to the Partner Support Ops department and offers quarterly bonuses, career growth, and exposure to scalable partner journeys across multiple channels.