AM Retention Specialist (Merchant Operations)

Application Deadline: 30 November 2026 Department: Operations Employment Type: Full Time Location: KSA Reporting To: osama Asiri Compensation: SR9,000 - SR10,000 / month Description You'll handle the operational issues Partner Support escalates for live merchants in KSA, and fix them accurately and fast. When a merchant wants to leave Tabby, you find out why and try to keep them. The AM Retention team works alongside the Onboarding team but is a separate team, 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 Skills, Knowledge and Expertise • 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: a wrong commission or contract setup counts as a critical error here • Comfortable with CRM, ticketing and internal admin tools, and quick to learn new systems • Takes ownership, asks questions and follows through • Available for the team's rotating schedule, which covers all seven days of the week

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