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Tabby is hiring a Partner Support Team Leader to lead and develop a high-performing support team serving financial services partners. This role combines people leadership with operational excellence, requiring someone who can manage team performance, drive process improvements, and maintain world-class partner experiences.
Key responsibilities include leading a Partner Support team to achieve KPIs (CSAT, First Contact Resolution, Productivity, Adherence); delivering structured feedback through QA reviews and 1:1 performance conversations; and creating development plans to grow team skills and retain top talent. You will manage daily workflows, escalations, and partner deliverables across multiple support channels while driving performance improvement routines and ensuring SLA achievement.
Operationally, you'll collaborate with the Operations Manager to identify risks, close delivery gaps, and optimize team scheduling. You'll participate in QA monitoring, champion escalation frameworks for efficiency and traceability, and keep the team informed on product/process changes and industry trends. You'll identify automation and workflow improvement opportunities to enhance partner experience.
Stakeholder management is critical: you'll partner with Scoring, Finance, Business Development, and Product teams to resolve escalations and streamline partner journeys. You'll support business targets through reporting, root-cause analysis, and solution proposals, escalating high-impact issues to senior management with clear data and recommendations.
Required qualifications: 1+ years as a Team Leader or Manager in contact center or B2B support; strong coaching, people development, and performance management skills; excellent analytical and problem-solving abilities; fluency in English (B2+ level); and a Bachelor's degree in business, operations, or related field. Experience in financial services, fintech, banking, or e-commerce is preferred. Remote or distributed team management experience is a plus.
