Partner Support Specialist

Tabby; Riyadh; On-site; SAR 50,000 - 70,000; Full time

Job summary

A leading fintech company in Saudi Arabia is seeking a Partner Support Specialist to be the front line of communication with merchants and applicants. This role will involve supporting partners via chat, email, and phone, resolving inquiries while driving key metrics like Customer Satisfaction and First Contact Resolution. The ideal candidate will possess a bachelor’s degree, strong fluency in Arabic and English, and excellent communication and problem-solving skills. A vibrant workplace culture and growth opportunities are part of the package.

Benefits

Monthly bonus tied to achieving operational KPIs

Bonus multiplier for month-over-month performance improvement

Growth opportunities within the company

Qualifications

• 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.

Responsibilities

• Provide support to Tabby partners and applicants across chat, email, and phone.
• Handle escalations with professionalism and ensure fair application of PS policies.
• Ensure accurate, timely resolution in line with SLAs and process guidelines.
• Apply Partner Support procedures and knowledge-base materials consistently.
• Capture insights from partner queries to help identify gaps in workflows and policies.
• Work closely with Scoring, Finance, BD, and Product teams to ensure smooth end-to-end partner journeys.

Skills

Fluency in Arabic

Fluency in English

Communication skills

Problem-solving skills

Relationship-building

Attention to detail

Resilience

Analytical mindset

Self-motivated

Accountability

Education

Bachelor’s degree in business, finance, marketing, operations or related field

Job 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.

• Application Deadline: December 15, 2025
• Department: Partner Support Ops
• Employment Type: Full Time
• Location: KSA
• Workplace type: Onsite
• Reporting To: Sergei Piatkov

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 & 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.

Job 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.

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.

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