Team Lead – Customer Care

About the role

We are looking for a Team Lead to head our Customer Experience team at Tamara, the leading fintech platform in Saudi Arabia and the GCC. In this role you will guide a group of customer service representatives, ensure high‑quality service, and help shape the unique experience Tamara offers its millions of users.

Key responsibilities

• Oversee daily activities of the customer service team and provide regular performance feedback.
• Develop and monitor operational strategies to meet service targets.
• Assist team members with complex inquiries and hands‑on tasks as needed.
• Train staff on company policies, service standards and handling of returns, exchanges and voids.
• Investigate and resolve customer complaints promptly.
• Contribute to the creation and communication of service policies.
• Maintain accurate documentation of department activities.

Required profile

• Bachelor’s or Master’s degree in Business Administration, Management or a related field.
• Up to 3 years of experience in customer service or contact‑center environments.
• At least 1 year of experience in a supervisory or team‑lead role.
• Strong communication, problem‑solving and interpersonal skills.
• Ability to work with urgency, adapt quickly and lead by example.

Required skills