Partner Support Specialist, Saudi National - 11th of Oct

Application Deadline: 8 October 2026 Department: Partner Support Ops Employment Type: Full Time Location: KSA Description At Tabby, we are on a mission to deliver world-class partner experiences that set the standard in fintech. As a Partner Support Specialist, you will be the front line of communication with our merchants and applicants — ensuring every interaction builds trust, resolves issues quickly, and strengthens our relationships. You will support partners across multiple channels (chat, email, phone), resolve operational and business inquiries, and play a key role in driving key metrics such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Adherence. This is a role for someone who thrives in a fast-paced environment, can balance empathy with accuracy, and takes ownership of delivering outcomes. Key Responsibilities • Partner Communication & Issue Resolution • Provide support to Tabby partners and applicants across chat, email, and phone. • Handle escalations with professionalism and ensure fair application of PS policies (DAT, Hold Timer, CSAT fraud checks). • Ensure accurate, timely resolution in line with SLAs and process guidelines. • Process Adherence & Quality • Apply Partner Support procedures and knowledge-base materials consistently. • Maintain high QA standards by following templates, knowledge cards, and approved flows. • Escalate complex cases via side-ticketing and ensure traceable handovers to TLs or other functions. • Continuous Improvement • Capture insights from partner queries to help identify gaps in workflows and policies. • Suggest improvements that enhance FCR and CSAT performance. • Stay current on product, scoring, finance, and payout processes to provide accurate guidance. • Collaboration & Business Alignment • Work closely with Scoring, Finance, BD, and Product teams to ensure smooth end-to-end partner journeys. • Support colleagues in achieving collective targets and maintaining a high-performance culture. Skills, Knowledge and Expertise • Strong fluency in Arabic and English (both written and verbal). • Bachelor’s degree or higher (business, finance, marketing, operations, or related field preferred). • Experience in B2B support, call center, or customer operations is a plus. • Excellent communication, problem-solving, and relationship-building skills. • High attention to detail and ability to follow structured processes. • Resilience and confidence in handling demanding partners and escalations. • Analytical mindset and ability to turn data/feedback into action. • Self-motivated with strong ownership and accountability. Benefits • Monthly Bonus tied to achieving operational KPIs (CSAT, FCR). • Bonus Multiplier for month-over-month performance improvement. • Growth Opportunities within Tabby based on business needs and results. Show more Show less

Partner Communication & Issue Resolution: Provide support to Tabby partners and applicants across chat, email, and phone; Handle escalations with professionalism and ensure fair application of PS policies (DAT, Hold Timer, CSAT fraud checks); Ensure accurate, timely resolution in line with SLAs and process guidelines.\nProcess Adherence & Quality: Apply Partner Support procedures and knowledge-base materials consistently; Maintain high QA standards by following templates, knowledge cards, and approved flows; Escalate complex cases via side-ticketing and ensure traceable handovers to TLs or other functions.\nContinuous Improvement: Capture insights from partner queries to help identify gaps in workflows and policies; Suggest improvements that enhance FCR and CSAT performance; Stay current on product, scoring, finance, and payout processes to provide accurate guidance.\nCollaboration & Business Alignment: Work closely with Scoring, Finance, BD, and Product teams to ensure smooth end-to-end partner journeys; Support colleagues in achieving collective targets and maintaining a high-performance culture.