AM Retention Specialist (Merchant Operations)

About the role

Tabby is hiring an AM Retention Specialist for Merchant Operations in KSA. You will handle the operational issues escalated by Partner Support for live merchants, fix them accurately and quickly, and when a merchant wants to leave, find out why and try to keep them. The AM Retention team works alongside the Onboarding team but is separate, with its own queue and KPIs.

Key responsibilities

• Work the AM Retention ticket queue and close escalations within SLA
• Set up and change merchant accounts in Back Office: payment links, API checkout integrations, store and dashboard names, payout cycles and platform changes
• Handle contracts: issue new ones at the merchant's existing rates, track down missing ones and update legal entities
• Process KSA/UAE cross-border requests and add new branches
• Handle deactivation requests: find the reason (Tabby Card, rates, KYB documents, not using Tabby) and try to retain the merchant
• Escalate Tier 1 and Tier 2 or non-standard cases to the right Account Manager or deal owner, with full context
• Collect KYB documents from merchants and work with Compliance to meet regulatory standards
• Keep CRM and ticket notes clean and current on every case

Required profile

• 1 to 3 years in merchant operations, account management, customer support or similar; fintech or payments is a plus
• Fluent Arabic and English, written and spoken
• Sharp attention to detail, as a wrong commission or contract setup is a critical error
• Takes ownership, asks questions and follows through
• Available for the team's rotating schedule covering all seven days of the week

Required skills

• Comfortable with CRM, ticketing and internal admin tools, and quick to learn new systems