Partner Support Specialist

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

Job summary

A fintech company in Saudi Arabia is seeking a Partner Support Specialist responsible for enhancing partner experiences through effective communication and resolution of inquiries. You will work across multiple channels to address escalations and contribute to operational metrics such as Customer Satisfaction. Candidates should be fluent in Arabic and English, possess strong communication skills, and have a degree in a relevant field. Experience in B2B support is a plus. This role offers growth opportunities based on performance.

Benefits

Monthly Bonus

Bonus Multiplier

Growth Opportunities

Qualifications

• Experience in B2B support, call center, or customer operations preferred.
• Self-motivated with strong ownership and accountability.

Responsibilities

• Provide support to partners across chat, email, and phone.
• Handle escalations with professionalism and ensure policy application.
• Capture insights from partner queries to identify workflow gaps.
• Work closely with cross-functional teams to ensure smooth processes.

Skills

Fluency in Arabic

Fluency in English

Communication skills

Problem-solving skills

Relationship-building skills

Attention to detail

Resilience

Analytical mindset

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.

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.