Team Lead - Customer Care

About the role

Tamara, the leading fintech platform in Saudi Arabia, is looking for a Team Lead to manage its Customer Experience team. You will guide customer service representatives, ensure high‑quality service, and help create the unique experiences that define Tamara’s brand.

Key responsibilities

• Oversee and assess customer service staff activities, providing regular performance‑related feedback.
• Strategize and monitor daily customer service operations.
• Assist staff with duties as needed to maintain service standards.
• Train team members on customer service procedures and company policies.
• Monitor and authenticate returns, exchanges, and voids.
• Investigate and resolve customer complaints.
• Support the development and implementation of service policies, communicating them to staff and customers.
• Maintain documentation related to customer service department activities.

Required profile

• Bachelor’s or Master’s degree in business administration, management studies or a related discipline.
• Up to 3 years of experience in customer service or a contact centre.
• At least 1 year of experience as a supervisor or team lead.
• Excellent communication, interpersonal and problem‑solving skills.

Required skills