Partner Support Team Leader

About the role

Tabby is looking for a Partner Support Team Leader in Saudi Arabia. The role ensures partners receive world-class support by managing performance, driving process excellence and building high-performing teams. It suits someone who thrives in a fast-paced environment, turns business priorities into operational targets and is confident in coaching and inspiring others.

Key responsibilities

• Lead, coach and motivate the Partner Support team to hit KPIs such as CSAT, FCR, productivity and adherence, using QA reviews, calibration sessions and performance 1:1s, and maintain development plans.
• Manage daily workflows, escalations and partner deliverables across multiple support channels, and drive performance improvement routines so SLAs are met and policies are applied fairly.
• Work with the Operations Manager to spot risks, close delivery gaps and optimise team scheduling.
• Take part in QA monitoring, champion the side-ticket and escalation framework, and keep the team informed on product and process changes.
• Look for automation and workflow improvements, and partner with Scoring, Finance, BD and Product teams to resolve escalations and improve partner journeys.
• Support business targets through reporting, root-cause analysis and solution proposals, and escalate high-impact issues to senior management with data and recommendations.

What we offer

• A quarterly bonus based on achieving operational targets.
• Career growth opportunities, depending on business needs and performance.
• Exposure to a high-growth fintech environment.