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Tabby is seeking a Partner Support Specialist to serve as the front line of communication with merchants and applicants in the fintech space. You will support partners across multiple channels—chat, email, and phone—resolving operational and business inquiries while driving key performance metrics including Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Adherence.
Key responsibilities include providing timely and accurate support to Tabby partners and applicants, handling escalations professionally while applying Partner Support policies consistently, and ensuring resolution aligns with SLAs and process guidelines. You will maintain high quality assurance standards by following approved templates, knowledge cards, and workflows, escalating complex cases appropriately to team leads or other functions.
You will also contribute to continuous improvement by capturing insights from partner queries to identify workflow and policy gaps, suggesting enhancements that boost FCR and CSAT, and staying current on product, scoring, finance, and payout processes to provide accurate guidance.
Collaboration is central to the role: you will work closely with Scoring, Finance, Business Development, and Product teams to ensure smooth end-to-end partner journeys and support colleagues in achieving collective targets.
Required qualifications include strong fluency in both Arabic and English (written and verbal), a Bachelor's degree or higher in business, finance, marketing, operations, or a related field. Experience in B2B support, call center operations, or customer operations is a plus. You should demonstrate excellent communication, problem-solving, and relationship-building skills, with high attention to detail and ability to follow structured processes. The ideal candidate is resilient and confident in handling demanding partners and escalations, possesses an analytical mindset to turn data and feedback into action, and is self-motivated with strong ownership and accountability.
