Service Leader Customer Experience

Department: Training and Quality

Location: Remote

Description

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. 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 $3.3 billion.

Role Overview:

We’re looking for a Service Leader who combines operational insight, product understanding, and agent enablement expertise. As the single point of contact between the CX and Product teams, you’ll act as the Voice of CX, ensuring our customer insights and agent feedback continuously inform product and process improvements.

This role sits at the intersection of CX operations, product insights, and content strategy, ensuring that every agent is equipped with the right knowledge and every customer journey is seamless.

Key Responsibilities

1. Voice of CX & Product Partnership

• Act as the single point of contact between CX and Product teams.
• Present a consolidated view of CX insights on a weekly, bi-weekly, or ad-hoc basis.
• Combine Voice of Customer (VOC), Voice of Agent (VOA), Quality, and Analytics to identify recurring issues and opportunities.
• Advocate for customer and agent perspectives in all product discussions and releases.
  
  

2. Agent Enablement & Content Oversight

• Lead the creation and continuous improvement of agent-facing content (guides, FAQs, walkthroughs, macros, and storyboards).
• Translate complex product updates, workflows, and policies into clear, practical, and scannable materials.
• Review and approve content produced by CX Content Designers and Trainers to ensure quality, accuracy, and consistency.
• Own all product-related content across CX platforms, ensuring timely updates and alignment with Product releases.
  
  

3. Insights & Continuous Improvement

• Monitor ticket trends, agent feedback, and QA results to detect recurring friction points.
• Maintain a “Friction Log” and track resolution progress for recurring issues.
• Drive insight-to-action loops — translating operational findings into recommendations for Product and Process teams.
• Measure impact through agent readiness, ticket reduction, and content engagement metrics.
  
  

4. Cross-Functional Collaboration & Governance

• Partner with Product Managers, CX Ops, QA, and Training teams to co-design and roll out improvements.
• Facilitate alignment sessions, retrospectives, and feedback loops between teams.
• Ensure new product launches are supported with clear processes, updated content, and trained agents.
  
  
• Collaborate with the Process Team to maintain procedural accuracy and governance standards.
  
  
  
  
  
  

Skills, Knowledge & Expertise

• 2+ years of experience in CX, Product Operations, Service Excellence, or Enablement.
• Proven ability to collaborate cross-functionally with Product, Engineering, Analytics, and CX teams.
• Experience with Project Management and familiarity with Agile frameworks.
• Strong analytical mindset — able to interpret QA metrics, agent feedback, and operational data.
• Excellent written and spoken English; Arabic or Russian is a strong plus.
• Fintech or high-growth startup experience preferred.
  
  
• Skilled in stakeholder management — knows when to push back, mediate, or escalate.
  
  
  

Job Benefits

• We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.
• A working environment that gives you autonomy and responsibility from day one.
• You should be comfortable with the idea that the quality of your work will influence the shape of your career.
• Participation in the company’s employee stock options program.
• Flexi Perks: a monetary benefit to spend on what matters most to you — health, well-being, education, or professional development.
  

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