The Role
Owns Tabby’s public customer-support presence across social media, app stores, and review platforms in Saudi Arabia and the UAE. Responsibilities include setting Arabic and English tone standards, creating proactive support content, building customer communities, managing public complaints and incidents, monitoring sentiment and reviews, reporting performance, training agents, and feeding customer insights into Customer Experience and Product.
Summary Generated by Built In
About the role
Key Responsibilities
What you will own
Skills, Knowledge and Expertise
Required skills, knowledge and expertise
Benefits
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.
Tabby answers its customers in public every day, on X, Instagram, Facebook, app stores and review platforms. This role owns our support presence on those channels: the pages customers come to with a problem, and what they find when they get there.
Marketing owns Tabby’s brand accounts and brand image, and has its own social media people. Your remit is how Tabby serves customers in public.
Our Social Media support team in KSA is around 16 people. Operations managers and team leaders run it day to day, including the queue, the shifts and agent performance. Your side of it is the voice we use, the content we publish, the community we build around our customers, and how support handles a public flare-up.
Saudi Arabia is your main market. You will also cover the UAE as a second market.
We want a Saudi national with first-hand knowledge of the local conversation: the platforms, the humour, the references, and what makes a brand credible here.
Key Responsibilities
What you will own
- Tone of voice and the standard for public replies, in Arabic and English. You write the standard, keep it current, and check that what customers see matches it.
- Proactive content: FAQs, explainers, announcements and how-to material covering payments, limits, disputes and how to reach us. Recurring problems get a public answer.
- A support community: a place where Tabby posts first and customers come to ask their questions.
- How we show up in public ratings and reviews: app stores, Trustpilot, review platforms, sentiment and share of voice on service topics. You track it, decide how we respond, and organise the team to deliver those responses.
- The support side of incidents and public flare-ups: what our channels say, when, and in what words, agreed with Marketing, Legal and Compliance.
- Reporting on how Tabby support is delivered in public, with recommendations the business can act on.
- Passing what customers say in public into Customer Experience and Product.
- Quality of public replies. You set the standard, the Quality team measures against it, and team leaders drive it with their agents. Scoring and appraisals stay with the operations line.
- Agent skill on tone and public writing. You build the material and run the sessions.
- The content calendar with Marketing. You are the Customer Experience counterpart and keep support and campaigns aligned.
Queue management, scheduling, SLAs, productivity, headcount, agent appraisals and discipline sit with the operations managers and team leaders. Brand accounts, brand campaigns and brand image sit with Marketing. Regulatory rules sit with Compliance. Tool selection and procurement sit with CRM and IT.
Skills, Knowledge and Expertise
Required skills, knowledge and expertise
- Saudi national, based in Riyadh.
- Native Arabic with strong writing ability. English good enough for day-to-day work with an English-speaking leadership team.
- 4+ years in social media, community or content for a consumer brand with high public volume.
- A portfolio of posts and replies you wrote and published yourself. We will ask you to walk us through it.
- Fluency in the local conversation: platforms, memes, references and the events people are reacting to.
- Cultural and political awareness, with the judgement to keep Tabby out of trouble when a public topic turns sensitive.
- Experience handling a wave of public complaints as the person answering for the company.
- Social listening and performance reporting with Sprinklr, Lucidya, Sprout Social, Meta Business Suite or equivalent.
- The ability to set a standard and get people who do not report to you to follow it.
- Fintech or financial services background. You should pick up BNPL and credit cards without product training.
- Experience building a support community or forum.
- Experience working alongside a customer support operation.
- Experience across both the Saudi and UAE markets.
- Bachelor's degree in Communications, Marketing or a related field.
Benefits
- A working environment where the quality of your work shapes your career trajectory.
- Employee Stock Options Program (ESOP).
- Medical & Social Insurance.
- Flexi Perks: Monetary benefit for health, well-being, or professional development.
- AI Subscription Allowance of up to 250$
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
- Saudi national based in Riyadh
- Native Arabic with strong writing ability
- English proficiency sufficient for daily work with an English-speaking leadership team
- 4+ years of experience in social media, community, or content for a high-volume consumer brand
- Portfolio of posts and replies personally written and published
- Fluency in Saudi local platforms, memes, references, and current events
- Cultural and political awareness with sound judgment for sensitive public topics
- Experience handling waves of public complaints as a company representative
- Experience with social listening and performance reporting tools such as Sprinklr, Lucidya, Sprout Social, or Meta Business Suite
- Ability to set standards and influence people outside the direct reporting line
- Fintech or financial services experience
- Experience building a customer support community or forum
- Experience working alongside a customer support operation
- Experience across Saudi and UAE markets
- Bachelor’s degree in Communications, Marketing, or a related field
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.
