Partner Support Team Leader Saudi Nationals📣 Job Ad

About the Partner Support Team Leader Role

Tabby is seeking an observant, analytical, and people-focused Partner Support Team Leader. This full-time role is crucial for ensuring partners receive world-class support through effective performance management, process excellence, and team development. The ideal candidate will thrive in a fast-paced environment, translate business priorities into operational targets, and possess strong coaching and leadership capabilities.

Key Responsibilities

The Partner Support Team Leader will be responsible for overseeing daily operations, driving team performance, and ensuring high-quality partner experiences. This includes:

• Leading, coaching, and motivating the Partner Support team to achieve key performance indicators (KPIs) such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), Productivity, and Adherence.
• Providing structured feedback through Quality Assurance (QA) reviews, calibration sessions, and one-on-one performance discussions.
• Developing and maintaining individual development plans to foster skill growth and retain high-performing team members.
• Managing daily workflows, handling escalations, and ensuring partner deliverables are met across various support channels.
• Driving performance improvement initiatives to ensure Service Level Agreement (SLA) achievement and consistent application of operational policies.
• Collaborating with the Operations Manager to identify risks, address delivery gaps, and optimize team scheduling.
• Participating in QA monitoring and ensuring the execution of action plans.
• Championing the side-ticket and escalation framework to maintain efficiency and traceability.
• Keeping the team informed about product/process changes and relevant industry trends.
• Identifying opportunities for automation and workflow improvements to enhance the partner experience.
• Partnering with Scoring, Finance, Business Development, and Product teams to resolve escalations and streamline partner journeys.
• Supporting the achievement of business targets through reporting, root-cause analysis, and proposal of solutions.
• Escalating high-impact issues to senior management with clear data and recommendations.

Required Qualifications and Experience

Candidates for this role should possess the following qualifications:

• A minimum of 1+ years of proven success in a contact center or B2B support leadership role (Team Leader or Manager).
• Experience within financial services, fintech, banking, or e-commerce is preferred.
• Strong coaching, people development, and performance management skills.
• Excellent analytical and problem-solving abilities, with a capacity to translate data into actionable insights.
• Fluency in English (B2+ level) is required; strong Arabic language skills are an advantage.
• Experience in managing remote or distributed teams is a plus.
• Confidence in handling demanding partners, complex escalations, and sensitive situations.
• Proficiency in reporting and presenting findings to management.
• A Bachelor's degree in a relevant discipline such as business, operations, or a related field.