The Role
Own and improve ServiceDesk ticket flows between CRM and Jira, including routing, classification, SLAs, escalations, automation, and documentation. Investigate support issues using SQL, logs, and monitoring tools; collaborate with frontline and engineering teams; contribute code and integrations; evaluate AI-assisted ticket handling; and measure process improvements through data.
Summary Generated by Built In
Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 25 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 70,000 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 $18 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 $6,5 billion.
ServiceDesk is the L1 layer between frontline support and engineering. Frontline agents escalate complex customer cases to us; we resolve them or route them to the right engineering team, and we own the whole path a ticket takes: from intake and classification to SLA, escalation and closure. We build our own tools for it: an in-house analytics platform, automations in CRM and Jira, and AI-assisted handling of tickets. You will help us make that path faster, clearer and easier to measure.
The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 70,000 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 $18 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 $6,5 billion.
ServiceDesk is the L1 layer between frontline support and engineering. Frontline agents escalate complex customer cases to us; we resolve them or route them to the right engineering team, and we own the whole path a ticket takes: from intake and classification to SLA, escalation and closure. We build our own tools for it: an in-house analytics platform, automations in CRM and Jira, and AI-assisted handling of tickets. You will help us make that path faster, clearer and easier to measure.
Key Responsibilities:
- Own and improve the ticket flow between CRM and Jira: statuses, routing, escalation rules between L1, L2 and engineering teams;
- Keep ticket classification and SLA targets accurate (issue types, categories, responsible teams) and fix gaps in the data;
- Find where tickets get stuck, bounce back or breach SLA, and turn findings into process changes or clear tasks for engineering;
- Work with frontline and engineering teams on intake quality: what a good escalation looks like and how to give feedback;
- Automate routine steps in CRM procedures and Jira (automation rules, scripts);
- Contribute to our internal tools and services (TypeScript / Node.js, Go): features, fixes and integrations, through merge requests and code review;
- Help roll out and check AI-assisted ticket handling: what it gets right, where it fails, what to change;
- Measure the effect of every change with data, and report it in a clear, short form;
- Prepare and maintain documentation and playbooks for L1 and L2.
What you’ll bring:
- 2+ years in technical support, support operations or a similar role with tiered support (L1/L2/L3) and SLAs;
- Solid experience with Jira: workflows, JQL, automation rules, dashboards;
- Experience with a CRM or helpdesk system (ticket lifecycle, queues, routing);
- SQL for your own analysis: joins, aggregations, working with large tables;
- Working with logs and monitoring tools to investigate issues (Datadog, Grafana, Kibana);
- Hands-on coding in at least one of: TypeScript / JavaScript, Go, Python (Google Apps Script counts for automation);
- Working with Git, merge requests and code review;
- Understanding of HTTP, REST APIs and webhooks;
- Process thinking: you can map a flow, spot the weak step and change it without breaking the rest;
- Clear writing in English (B2): instructions, task descriptions, short reports;
- Ownership and autonomy: you drive a change to the end, including agreeing it with other teams.
Nice to have:
- Production experience with Node.js / TypeScript or Go services, and Postgres;
- Jira administration, Jira Service Management or Assets;
- Understanding of ITIL processes;
- Google Cloud and BigQuery;
- Experience with LLM tools or agents in support: prompts, evaluation, guardrails;
- Experience at a fintech company and/or a startup.
What we offer:
- Full-time B2B contract
- Fully remote setup
- Up to 20% tax allowance
- 22 paid leave days annually
- Stock options (ESOP) in a fast-scaling, pre-IPO company
- Flexi benefits you can use for wellness, travel, or learning
- Work alongside a high-performing, international engineering team in a global fintech unicorn
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+ years of experience in technical support, support operations, or a similar tiered-support role
- Experience with L1/L2/L3 support and SLAs
- Solid experience with Jira workflows, JQL, automation rules, and dashboards
- Experience with a CRM or helpdesk system, including ticket lifecycles, queues, and routing
- SQL experience with joins, aggregations, and large tables
- Experience working with logs and monitoring tools such as Datadog, Grafana, or Kibana
- Hands-on coding experience with TypeScript, JavaScript, Go, or Python
- Experience with Git, merge requests, and code review
- Understanding of HTTP, REST APIs, and webhooks
- Process-mapping and process-improvement skills
- Clear written English at B2 level
- Ownership and autonomy in driving changes to completion
- Production experience with Node.js, TypeScript, or Go services, and Postgres
- Jira administration, Jira Service Management, or Assets experience
- Understanding of ITIL processes
- Experience with Google Cloud and BigQuery
- Experience with LLM tools or support agents, including prompts, evaluation, and guardrails
- Experience at a fintech company or startup
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.
