Partner Support Team Leader

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

Partner Support Team Leader

Application Deadline: 30 November 2026

Department: Partner Support Ops

Employment Type: Full Time

Location: KSA

Reporting To: Mohamed Eljayyar

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.

Key Responsibilities

• 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.