Customer Service Team Leader - Contact Center - Saudi National
Department: Customer Support Ops
Employment Type: Full Time
Location: KSA
Compensation: ر.س11,000 / month
Description
Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.
Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.
We are looking for a driven, analytical, and people-focused Operations Team Leader to take ownership of customer service operations and elevate performance standards. In this role, you will lead, coach, and inspire a team, ensuring exceptional service delivery while driving operational excellence.
As a key player in our leadership team, you will oversee performance management, process improvement, and team engagement—helping us exceed SLAs, optimize workflows, and deliver a superior customer experience. If you’re a proactive problem solver who thrives in fast-paced environments, we want you on board.
Key Responsibilities
- Lead, coach, and mentor a high-performing team, ensuring engagement, motivation, and accountability.
- Facilitate regular performance meetings with supervisors, identifying areas for improvement and tracking progress.
- Monitor and enforce quality standards, ensuring adherence to customer experience best practices.
- Drive performance improvement initiatives, setting clear priorities and refining procedures to meet or exceed SLAs.
- Ensure structured training and development plans for all team members, fostering continuous skill growth.
- Optimize attendance and retention strategies, leveraging data-driven insights and team collaboration.
- Manage performance and disciplinary processes with fairness and consistency, maintaining a results-driven culture.
- Identify and mitigate operational risks, working closely with the Operations Manager to streamline processes.
- Set the tone for a high-energy, customer-centric environment, ensuring the team delivers outstanding service and satisfaction.
- Support the Head of Operations in executing business targets, driving a culture of excellence and continuous improvement.
- Stay ahead of industry trends and regulatory updates, sharing relevant insights with the team to maintain compliance and service excellence.
- Work with leadership to implement business efficiencies, optimizing workflows and enhancing productivity.
- Deliver operations within agreed budgets, service levels, and business targets, ensuring sustainable growth.
- Escalate complex issues to senior management with clear action plans and recommendations.
Skills, Knowledge and Expertise
Required:- Minimum 2 years of experience in a contact center environment as a Team Manager.
- Fluent English (B2+ level), with strong verbal and written communication skills.
- Analytical and strategic mindset, with a passion for process improvement.
- Creative problem-solving abilities, with a proactive approach to operational challenges.
- Proven success in customer service management, with a track record of delivering exceptional results.
- Bachelor’s degree or higher in a relevant field.
- Coaching and leadership experience, with a demonstrated ability to develop high-performing teams.
- Strong people management skills, with the ability to inspire, motivate, and drive accountability.
- Proven ability to manage escalations and handle demanding customer interactions effectively.
- High-energy, results-oriented mindset, with a passion for delivering excellence.
- Flexibility to work onsite, adapting to dynamic operational needs.
- Experience in financial services, banking, insurance, or investment industries.
- COPC knowledge, with a strong grasp of customer service frameworks.
- Expertise in report development and data-driven decision-making.