Team Leader Customer Care

About Tamara

Tamara is a leading fintech platform in Saudi Arabia and the GCC region, focused on building a customer-centric financial super-app. The company serves millions of users and partners with global and regional brands. Tamara operates from its headquarters in Riyadh, Saudi Arabia, with additional regional and global support offices. It is recognized as Saudi Arabia's first fintech unicorn, backed by Sanabil Investments, SNB Capital, and **********

The Role of Team Leader, Customer Care

Tamara is seeking a Team Leader for the Customer Experience Team in Riyadh. This full-time role involves overseeing and assessing the activities of customer service representatives and providing regular performance feedback. The Team Leader will also be responsible for developing and monitoring daily customer service operations and assisting team members as needed to ensure positive customer experiences. The ideal candidate is a driven, determined, and curious team player with a positive outlook, solution-oriented approach, and the ability to persevere in various circumstances. This role requires effective collaboration through empathy and respect, responding with urgency, and adapting course without losing momentum.

Key Responsibilities

• Overseeing and assessing the activities of customer service staff.
• Providing regular performance-related feedback to customer service staff.
• Strategizing and monitoring the daily operations of customer service.
• Assisting customer service staff with duties as required.
• Training staff in customer service protocols and company policies.
• Monitoring and authenticating returns, exchanges, and voids.
• Investigating and resolving customer service complaints.
• Assisting with the development and implementation of service policies, and explaining these to staff and customers.
• Maintaining documentation related to customer service department activities.

Required Qualifications and Experience

• 2-5 years of relevant professional experience.
• Demonstrated ability to oversee and assess team activities.
• Experience in providing performance feedback.
• Proficiency in developing and monitoring daily operational activities.

Candidate Profile

The ideal candidate is a driven, determined, and curious team player with a positive outlook. They should be solution-oriented and capable of persevering regardless of circumstances. The role requires working effectively with others through empathy and respect, responding quickly with urgency, and adapting course without losing momentum.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role involves working within a dynamic customer experience team at a leading fintech platform.