Partner Support Team Leader

Tabby | تابي; Riyadh; On-site; SAR 180,000 - 320,000; 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 shepherd a high-performing team in delivering world-class partner support. You will coach, set targets, and drive performance while ensuring adherence to SLAs and policies.

The role emphasizes operational delivery, QA, and cross-functional alignment in a fast-paced fintech environment. You will translate business priorities into actionable plans, manage daily workflows, and influence stakeholder decisions to continuously elevate partner

Qualifications

• Evidence-based leadership experience in customer/partner support.
• Ability to translate priorities into operational targets and plans.

Responsibilities

• Lead and coach a Partner Support team to achieve KPIs (CSAT, FCR, Productivity, Adherence).
• Oversee daily workflows, escalations, and partner deliverables across channels; ensure SLA adherence.
• Drive QA monitoring, calibration, and action plans; manage escalation framework for efficiency and traceability.
• Collaborate with Ops, Scoring, Finance, BD, and Product to resolve escalations and optimize journeys.

Skills

Team Leadership

Coaching

Analytical Thinking

Stakeholder Management

Process Improvement

QA & Quality Monitoring

KPI Management

Job description

Description

Tabby is seeking a Partner Support Team Leader who is observant, analytical, goal-oriented, and people-focused.

You will play a key role in ensuring that our partners receive world-class support by managing performance, enabling process excellence, and developing high-performing teams.

This role requires someone who thrives in a fast-paced environment, can translate business priorities into operational targets, and is confident in coaching and inspiring others. You will be responsible for delivering an outstanding partner experience while ensuring adherence to service levels, operational policies, and continuous improvement standards.

Job Details

Application Deadline: 30 November 2026

Department: Partner Support Ops

Employment Type: Full Time

Location: KSA

Reporting To: Mohamed Eljayyar

Key Responsibilities

Team Leadership & Coaching

• Lead, coach, and motivate a Partner Support team to consistently achieve KPIs (CSAT, FCR, Productivity, 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.
• Operational Delivery
• 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.
• Quality & Process Management
• 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.
• Stakeholder & Business Alignment
• 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.

Benefits

Quarterly Bonus based on achieving operational targets.

• Career Growth Opportunities, subject to business needs and performance.
• Exposure to a high-growth fintech environment with opportunities to shape operational excellence.