Service Leader, Customer Experience

About us 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. Department Training and Quality Employment Type Full Time Location Remote Reporting To Mariam Aerabe Role Overview We are looking for a Service Leader who combines operational insight, agent enablement, and content design expertise. In this role, you will empower CX agents with the right tools, guidance, and knowledge to deliver outstanding customer experiences. By analyzing agent interactions, recurring tickets, and QA data, you will identify customer pain points and translate them into actionable solutions, content updates, and product improvements. This role sits at the intersection of CX operations, product insights, and content strategy, ensuring agents are always equipped and customers experience seamless journeys. Key Responsibilities Agent Enablement & Content Design: Create high‑quality, actionable content for agents (guides, FAQs, walkthroughs, quick‑reference materials, eLearning modules). Translate complex product features, policies, and workflows into simple, scannable, and practical content. Support Insights & Customer Experience: Monitor ticket trends, agent feedback, and QA metrics to identify recurring friction points. Surface agent‑observed and customer pain points to Product for actionable improvements. Cross‑Functional Collaboration: Partner with Product Managers, Ops, QA, and Training teams to co‑design process or content solutions. Facilitate alignment sessions, feedback loops, and knowledge sharing across teams. Continuous Improvement: Maintain, iterate, and optimize all agent‑facing content for accuracy, clarity, and usability. Proactively identify gaps in agent knowledge or recurring customer pain points and recommend solutions. Operational Excellence & Metrics: Maintain a friction log and track resolution status for recurring issues. Measure success via agent readiness, ticket volume reduction, content usage, and customer satisfaction improvements. Skills, Knowledge & Expertise Excellent written and verbal communication in English; Arabic proficiency is a plus. 2+ years of experience in CX, content design, instructional design, or operational enablement. Hands‑on experience with design/content tools and knowledge base platforms. Strong analytical mindset: able to interpret agent feedback, QA metrics, and ticket trends to inform content and process improvements. Collaborative and cross‑functional: able to influence Product, Ops, and Training teams. Strong problem‑solving skills with the ability to translate operational challenges into actionable solutions. Detail‑oriented and process‑driven, capable of maintaining high quality under tight deadlines. Preferred Qualifications Experience in CX operations, service leadership, or product support. Familiarity with multilingual teams or designing content for agents. Understanding of UX principles and user‑centric content creation. Experience in data‑driven content iteration based on agent and customer insights. Job Benefits Flexible working hours and autonomy from day one. Participation in the company’s employee stock option program. Health Insurance. Flexi Perks: a monetary benefit to spend on health, well‑being, education, or professional development. #J-18808-Ljbffr