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Partner Support Team Leader
Egypt
Tabby is seeking a Partner Support Team Leader who is observant, analytical, goal-oriented, and people-focused. You will play a key role in ensuring that our partners receive world-class support by managing performance, enabling process excellence, and developing high-performing teams.
This role requires someone who thrives in a fast-paced environment, can translate business priorities into operational targets, and is confident in coaching and inspiring others. You will be responsible for delivering an outstanding partner experience while ensuring adherence to service levels, operational policies, and continuous improvement standards.
Key Responsibilities
Team Leadership & Coaching
- Lead, coach, and motivate a Partner Support team to consistently achieve KPIs (CSAT, FCR, Productivity, Adherence).
- Deliver structured feedback through QA reviews, calibration sessions, and performance 1:1s.
- Create and maintain development plans to grow skills and retain top performers.
Operational Delivery
- Manage daily workflows, escalations, and partner deliverables across multiple support channels.
- Drive performance improvement routines, ensuring SLA achievement and fair application of policies (e.g., DAT, Hold Timer, CSAT Fraud controls).
- Collaborate with Operations Manager to identify risks, close delivery gaps, and optimize team scheduling.
Quality & Process Management
- Participate in QA monitoring and ensure action plans are executed.
- Champion the side-ticket and escalation framework to maintain efficiency and traceability.
- Keep the team updated on product/process changes and industry trends.
- Identify opportunities for automation and workflow improvement to enhance partner experience.
Stakeholder & Business Alignment
- Partner with Scoring, Finance, BD, and Product teams to resolve escalations and streamline partner journeys.
- Support delivery of business targets through reporting, root-cause analysis, and solution proposals.
- Escalate high-impact issues to senior management with clear data and recommendations.
Skills, Knowledge & Expertise
Requirement:
- Proven success in contact center or B2B support leadership (1+ years as TL or Manager).
- Experience with financial services, fintech, banking, or e-commerce preferred.
- Strong coaching, people development, and performance management skills.
- Excellent analytical and problem-solving abilities; able to turn data into action.
- Fluency in English (B2+) required; strong Arabic is an advantage.
- Experience in remote or distributed team management is a plus.
- Confident handling demanding partners, escalations, and sensitive situations.
- Skilled in reporting and presenting findings to management.
- Bachelor’s degree in a relevant discipline (business, operations, or related field).
Job Benefits
- Quarterly Bonus based on achieving operational targets.
- Career Growth Opportunities, subject to business needs and performance.
- Rotational Shifts: 24/7 operation, 5 working days per week, 9-hour shifts including breaks.
- Exposure to a high-growth fintech environment with opportunities to shape operational excellence.
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