Service Leader, Customer Experience

Tabby; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

A financial technology company in the Riyadh Region is seeking a Service Leader to empower customer experience agents through content design and operational insights. The role focuses on enhancing customer journeys by monitoring ticket trends and developing supportive materials for agents. Ideal candidates will have over 2 years of experience in customer experience or content design and possess strong analytical and communication skills. The position offers a supportive work environment with opportunities for growth.

Benefits

Flexible working hours

Autonomous working environment

Career growth opportunities

Employee stock option program

Health Insurance

Flexi Perks for personal development

Qualifications

• Excellent communication in English; Arabic is a plus.
• More than 2 years in CX or content design.
• Experience with design/content tools required.

Responsibilities

• Create actionable content for agents.
• Monitor ticket trends for improvement.
• Collaborate with cross-functional teams.
• Iterate agent-facing content for accuracy.
• Track resolution status for recurring issues.

Skills

Excellent written and verbal communication in English

Arabic proficiency

2+ years of experience in CX or content design

Hands-on experience with design/content tools

Strong analytical skills

Collaborative and cross-functional teamwork

Strong problem-solving skills

Detail-oriented and process-driven

Job description

About Tabby

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 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 generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most reviewed, largest and fastest-growing FinTech in the GCC region. Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.

Role Overview

We are looking for a Service Leader who combines operational insight, agent enablement, and content design expertise. In this role, you will empower CX agents with the right tools, guidance, and knowledge to deliver outstanding customer experiences. By analyzing agent interactions, recurring tickets, and QA data, you will identify customer pain points and translate them into actionable solutions, content updates, and product improvements. This role sits at the intersection of CX operations, product insights, and content strategy, ensuring agents are always equipped and customers experience seamless journeys.

Position: Service Leader
Department: Training and Quality
Employment Type: Full Time
Location: UAE
Workplace type: Onsite
Reporting To: Mariam Aerabe

Key Responsibilities

• Agent Enablement & Content Design
  • Create high-quality, actionable content for agents (guides, FAQs, walkthroughs, quick-reference materials, and eLearning modules).
  • Translate complex product features, policies, and workflows into simple, scannable, and practical content.
• Support Insights & Customer Experience
  • Monitor ticket trends, agent feedback, and QA metrics to identify recurring friction points.
  • Surface agent-observed and customer pain points to Product for actionable improvements.
• Cross-Functional Collaboration
  • Partner with Product Managers, Ops, QA, and Training teams to co-design process or content solutions.
  • Facilitate alignment sessions, feedback loops, and knowledge sharing across teams.
• Continuous Improvement
  • Maintain, iterate, and optimize all agent-facing content for accuracy, clarity, and usability.
  • Proactively identify gaps in agent knowledge or recurring customer pain points and recommend solutions.
• Operational Excellence & Metrics
  • Maintain a friction log and track resolution status for recurring issues.
  • Measure success via agent readiness, ticket volume reduction, content usage, and customer satisfaction improvements.

Skills, Knowledge & Expertise

• Excellent written and verbal communication in English; Arabic proficiency is a plus.
• 2+ years of experience in CX, content design, instructional design, or operational enablement.
• Hands-on experience with design/content tools and knowledge base platforms.
• Strong analytical mindset: able to interpret agent feedback, QA metrics, and ticket trends to inform content and process improvements.
• Collaborative and cross-functional: able to influence Product, Ops, and Training teams.
• Strong problem-solving skills with the ability to translate operational challenges into actionable solutions.
• Detail-oriented and process-driven, capable of maintaining high quality under tight deadlines.

Preferred Qualifications

• Experience in CX operations, service leadership, or product support.
• Familiarity with multilingual teams or designing content for agents.
• Understanding of UX principles and user-centric content creation.
• Experience in data-driven content iteration based on agent and customer insights.

Job Benefits

• Flexible working hours with autonomous scheduling.
• A working environment that gives you autonomy and responsibility from day one.
• Opportunity for career growth influenced by the quality of your work.
• Participation in the company’s employee stock option program.
• Health Insurance.
• Flexi Perks: a monetary benefit to spend on what matters most—health, well-being, education, or professional development.

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