Team Lead Customer Care📣 Job Ad

About Tamara

Tamara is a leading fintech platform in Saudi Arabia and the wider GCC region, dedicated to building a customer-centric financial super-app. The company serves millions of users and partners with prominent global and regional brands such as SHEIN, Jarir, noon, IKEA, and Amazon, alongside numerous small and medium businesses. As Saudi Arabia’s first fintech unicorn, Tamara is backed by Sanabil Investments (a wholly owned company by the Public Investment Fund - PIF), SNB Capital, and *********, among others. The company operates from its headquarters in Riyadh, supported by additional regional and global offices.

The Role of Team Lead, Customer Care

We are seeking a Team Lead, Customer Care to join our Customer Experience Team in Riyadh. This full-time role is central to overseeing and assessing the activities of customer service representatives, providing regular performance feedback, and fostering team development. The Team Lead will be responsible for developing and monitoring daily customer service operations, assisting team members as needed to ensure exceptional customer experiences that are unique to Tamara.

Key Responsibilities

• Oversee and assess customer service staff activities, providing regular performance-related feedback.
• Strategize and monitor the daily operations of customer service.
• Assist customer service staff with duties as required.
• Train staff in areas of customer service and company policies.
• Monitor and authenticate returns, exchanges, and voids.
• Investigate and resolve customer service complaints.
• Assist with the development and implementation of service policies, and explain these to staff and customers.
• Maintain documentation pertaining to customer service department activities.

Candidate Profile

The ideal candidate is a driven, determined, and curious team player who understands that collective strength leads to shared success. You should possess a positive outlook, be solution-oriented, and demonstrate perseverance in overcoming challenges. The role requires an individual who can effectively collaborate with others through empathy and respect, responding quickly and urgently while maintaining momentum and energy to achieve successful outcomes.

Required Experience and Skills

• 5-10 years of experience in a relevant customer service or leadership role.
• Proven track record of success in leading and motivating teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in leading, coaching, providing feedback, and developing team members to reach their full potential.

Work Environment

This full-time position is based in Riyadh, Saudi Arabia. The role offers an opportunity to contribute to revolutionizing how millions of users shop, pay, and bank within a fast-paced fintech environment.