Partner Support Team Leader

About Tabby

Tabby is seeking a Partner Support Team Leader to join its full-time team. This role is suitable for candidates with 0-1 years of experience who are observant, analytical, goal-oriented, and people-focused.

Role Overview

The Partner Support Team Leader will be instrumental in ensuring that Tabby's partners receive high-quality support. This involves managing team performance, fostering process excellence, and developing high-performing teams. The role requires an individual who can operate effectively in a fast-paced environment, translate business priorities into operational targets, and confidently coach and inspire team members. The primary objective is to deliver an outstanding partner experience while maintaining adherence to service levels, operational policies, and continuous improvement standards.

Key Responsibilities

• Lead, coach, and motivate a Partner Support team to consistently achieve key performance indicators (KPIs) such as CSAT, FCR, Productivity, and Adherence.
• Provide structured feedback through quality assurance (QA) reviews, calibration sessions, and performance 1:1s.
• Create and maintain development plans to enhance skills and retain top performers within the team.
• Manage daily workflows, escalations, and partner deliverables across various support channels.
• Drive performance improvement routines, ensuring Service Level Agreement (SLA) achievement and fair application of policies (*, DAT, Hold Timer, CSAT Fraud controls).
• Collaborate with the Operations Manager to identify risks, close delivery gaps, and optimize team scheduling.

Operational Duties

• Participate in QA monitoring and ensure the execution of action plans.
• Champion the side-ticket and escalation framework to maintain efficiency and traceability.
• Keep the team updated on product and process changes, as well as industry trends.
• Identify opportunities for automation and workflow improvement to enhance the partner experience.
• Partner with Scoring, Finance, Business Development, and Product teams to resolve escalations and streamline partner journeys.
• Support the delivery of business targets through reporting, root-cause analysis, and solution proposals.
• Escalate high-impact issues to senior management with clear data and recommendations.

Candidate Profile

The ideal candidate will demonstrate strong leadership capabilities, a focus on team development, and a commitment to operational excellence. The ability to manage multiple priorities in a dynamic environment and drive continuous improvement is essential for success in this role.

Application Process

Interested candidates are encouraged to apply to join Tabby and contribute to its partner support operations.