Partner Support Specialist, Saudi National - 20th of sept batch

Application Deadline: 23 September 2026 Department: Partner Support Ops Employment Type: Full Time Location: KSA Description At Tabby, we are on a mission to deliver world-class partner experiences that set the standard in fintech. As a Partner Support Specialist, you will be the front line of communication with our merchants and applicants — ensuring every interaction builds trust, resolves issues quickly, and strengthens our relationships. You will support partners across multiple channels (chat, email, phone), resolve operational and business inquiries, and play a key role in driving key metrics such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Adherence. This is a role for someone who thrives in a fast-paced environment, can balance empathy with accuracy, and takes ownership of delivering outcomes. Key Responsibilities - Partner Communication & Issue Resolution - Provide support to Tabby partners and applicants across chat, email, and phone. - Handle escalations with professionalism and ensure fair application of PS policies (DAT, Hold Timer, CSAT fraud checks). - Ensure accurate, timely resolution in line with SLAs and process guidelines. - Process Adherence & Quality - Apply Partner Support procedures and knowledge-base materials consistently. - Maintain high QA standards by following templates, knowledge cards, and approved flows. - Escalate complex cases via side-ticketing and ensure traceable handovers to TLs or other functions. - Continuous Improvement - Capture insights from partner queries to help identify gaps in workflows and policies. - Suggest improvements that enhance FCR and CSAT performance. - Stay current on product, scoring, finance, and payout processes to provide accurate guidance. - Collaboration & Business Alignment - Work closely with Scoring, Finance, BD, and Product teams to ensure smooth end-to-end partner journeys. - Support colleagues in achieving collective targets and maintaining a high-performance culture. Skills, Knowledge and Expertise - Strong fluency in Arabic and English (both written and verbal). - Bachelor’s degree or higher (business, finance, marketing, operations, or related field preferred). - Experience in B2B support, call center, or customer operations is a plus. - Excellent communication, problem-solving, and relationship-building skills. - High attention to detail and ability to follow structured processes. - Resilience and confidence in handling demanding partners and escalations. - Analytical mindset and ability to turn data/feedback into action. - Self-motivated with strong ownership and accountability. Benefits - Monthly Bonus tied to achieving operational KPIs (CSAT, FCR). - Bonus Multiplier for month-over-month performance improvement. - Growth Opportunities within Tabby based on business needs and results.