The Role
Own escalated partner support cases from investigation through resolution, meeting SLAs and maintaining accurate CRM records. De-escalate partner concerns by phone and email, identify churn risks, collaborate with Risk, Scoring, Product, and Onboarding teams, and address recurring issues. Monitor ticket trends, improve escalation workflows and SOPs, and maintain high QA scores and low reopen rates.
Summary Generated by Built In
As an AM Operations Executive in the Retention team, you will resolve escalated partner issues that reach Account Management from Partner Support, owning each case through to closure accurately and within SLA. Beyond solving tickets, you will flag recurring issues and their root causes, helping keep our partners confident and active with Tabby
Key Responsibilities
What You Will Be Doing
- Own escalated tickets from Partner Support end to end, from investigation to resolution and confirmation with the partner.
- Resolve cases within SLA under high volume, prioritizing by urgency, partner impact and churn risk.
- Handle escalated partner conversations by phone and email, de-escalating and rebuilding trust.
- Work with Scoring, Risk, Product and Onboarding to remove blockers and deliver lasting solutions.
- Spot partners at risk of churn or inactivity and act proactively to retain them.
- Keep QA scores high, reopen rates low, and CRM and ticket records accurate.
- Analyze ticket trends, flag recurring issues and contribute to better escalation workflows, templates and SOPs.
Skills, Knowledge & Expertise
You Should Get in Touch With Us If You:
- Have 2–3 years of experience handling tickets or escalations, ideally in fintech, payments or e-commerce.
- Hold a Bachelor's degree in business, sales, or a related field of course,
- Have a track record of high accuracy (e.g., 95%+ QA score, low reopen rate) and consistently meeting SLAs.
- Are fluent in written and spoken English.
- Are professional and confident on calls, and able to de-escalate difficult conversations.
- Are solution-oriented: you fix root causes and flag recurring issues.
- Can prioritize effectively under high volume.
- Preferably know Tabby's onboarding flow and internal CRM, and have worked with teams such as Scoring, Risk or Product.
- Have basic reporting skills in Excel or Google Sheets.
- Full ownership of every case through to closure.
- A calm, clear head under pressure.
- A detail-driven, process-minded approach.
- Strong communication skills and a genuine interest in fintech and e-commerce.
Job Benefits
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About
Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 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 has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.
Skills Required
- 2–3 years of experience handling tickets or escalations, ideally in fintech, payments, or e-commerce
- Bachelor’s degree in business, sales, or a related field
- Track record of high accuracy, such as a 95%+ QA score and low reopen rate
- Consistent history of meeting service-level agreements
- Fluency in written and spoken English
- Professional and confident phone communication skills
- Ability to de-escalate difficult conversations
- Solution-oriented approach focused on fixing root causes and identifying recurring issues
- Ability to prioritize effectively under high volume
- Basic reporting skills in Excel or Google Sheets
- Knowledge of Tabby's onboarding flow and internal CRM
- Experience working with Scoring, Risk, or Product teams
Tabby Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Tabby and has not been reviewed or approved by Tabby.
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Flexible Benefits — Flexible working hours and a trust-based model are highlighted as core perks, suggesting autonomy in managing schedules and location. A customizable annual allowance (“Flexi Perks”) can be directed toward health, wellness, education, or travel, indicating benefits adaptability to individual needs.
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Equity Value & Accessibility — Participation in an employee stock option plan (ESOP) is emphasized, indicating access to potential upside from company growth. Company materials frame equity as part of a competitive package for tech talent.
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Affordable Benefits — Company-provided health insurance is commonly cited as a standard inclusion for regional hires. Visa sponsorship is also noted, reducing personal costs associated with employment in the region.
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The Company
What We Do
Tabby is a financial technology company on a mission to create financial freedom by reshaping people's relationship with money through buy now, pay later services, allowing consumers to split purchases into interest-free payments.
