About us
Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.
Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.
Your role
Tamara is looking for a Partner Care Team Leader to oversee and guide a team handling email, chat, and voice queues. The ideal candidate has been part of Tamara for at least six months, demonstrating a strong track record of meeting and exceeding KPIs. This role focuses on driving operational excellence, enhancing merchant experience, and ensuring high-quality support delivery.
Your responsibilities
Team Leadership & Performance Management
- Lead a team of merchant support agents across email, chat, and voice channels, ensuring seamless support delivery.
- Monitor and drive key performance metrics (response time, resolution time, CSAT, adherence, etc.).
- Provide real-time coaching and feedback to improve individual and team performance.
- Conduct weekly/monthly performance reviews and 1:1 sessions to track progress and growth.
- Handle escalations and ensure complex cases are resolved efficiently.
Operational Excellence & Process Improvement
- Ensure SLA adherence and optimize queue management across all support channels.
- Identify gaps in support processes and work with cross-functional teams to enhance workflows.
- Collaborate with Quality & Training teams to upskill agents and maintain high-quality interactions.
- Analyze support trends and provide recommendations for efficiency improvements.
Merchant Experience & Cross-Functional Collaboration
- Act as a point of contact between the support team and key stakeholders (Operations, Compliance, Risk, and Product teams).
- Gather merchant feedback to drive continuous improvements in processes and policies.
- Support the launch of new features and processes, ensuring the team is well-trained and prepared.
Reporting & Insights
- Generate and analyze weekly/monthly reports on team performance, support trends, and operational challenges.
- Present insights to management and suggest data-driven improvements to enhance support efficiency.
- Ensure consistent documentation of procedures and best practices for future reference.
Your Expertise:
- Minimum 3 years of experience in customer or merchant support, with at least 1 year in a leadership role.
- Proven ability to manage performance metrics (CSAT, FCR, SLA adherence, productivity).
- Experience handling multi-channel support (email, chat, and voice).
- Strong leadership, coaching, and mentoring skills.
- Ability to analyze data and optimize team performance.
- Excellent problem-solving and decision-making skills in high-pressure environments.
- Strong communication and collaboration skills, with a merchant-first mindset.
Preferred Qualifications :
- Previous experience as a Senior Support Agent, SME, or Acting Team Leader is a plus.
- Familiarity with Zendesk, Salesforce, or other CRM tools.
- Knowledge of merchant operations, payment solutions, and dispute resolution processes.
All qualified individuals are encouraged to apply.
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