Partner Support Team Leader
Tabby
Employer Active
Posted 13 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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.
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.
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.
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
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).
Desired Candidate Profile
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
Operational Delivery
Quality & Process Management
Stakeholder & Business Alignment
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Partner Support Team Leader
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Tabby
Tabby is seeking a Partner Support Team Leader who is observant, analytical, goal-oriented, and people-focused.