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Tabby is a fintech platform reshaping how people shop, earn, and save. With over 15 million users and $10 billion in annual transaction volume, Tabby is the largest and fastest-growing fintech in the GCC region, valued at $4.5 billion.
You will lead the ServiceDesk L1 technical support operations in KSA, owning the queue, quality, SLAs, and team performance. This is a hands-on player-coach role where you'll personally handle the most complex tickets while building and developing your team.
Key responsibilities:
- Own KSA ServiceDesk queue end-to-end: daily operations, prioritization, coverage, backlog control, and SLA targets
- Act as player-coach: take on complex L2-level cases, set technical standards, and remain the team's strongest troubleshooter
- Lead and grow the KSA ServiceDesk team: onboarding, quality reviews, workload balance, and development plans
- Own escalation quality as a process: define standards for escalations to L2/engineering, monitor flow metrics, and address deviations
- Own incident response for KSA-affecting issues (P1/P2): coordinate with engineering and stakeholders, lead regulatory reporting to SAMA
- Identify and report bugs; analyze technical issues and create development tasks
- Standardize solutions and maintain documentation and runbooks
- Manage quality by data: track reopen rates, escalation rates, response times, and implement corrective actions
- Contribute to internal tools and process improvements
Required qualifications:
- 3+ years in technical support/service desk with 1+ year leading a team or shift
- Strong hands-on troubleshooting: debug cases using logs, APIs, and data analysis
- Incident management experience: P1/P2 flows, incident coordination, postmortems
- Jira experience
- Strong soft skills: ownership, facilitation, proactivity, autonomy
- Experience managing by metrics and explaining team performance
- Familiarity with monitoring/logging tools (Datadog, Grafana, Kibana)
- Understanding of software development principles
- Basic SQL query writing
- Native or fluent Arabic; English B2+ level
- Based in KSA and eligible to work there
Nice to have: FinTech or regulated industry experience, ITIL knowledge, scripting skills (Bash, Python, Go), administrative automation tools, Google Cloud/Apps Script, Jira administration, startup experience.
