{"id":3285459,"url":"https://alion.io/job/tabby-partner-support-team-leader","title":"Partner Support Team Leader","company":{"id":255,"name":"Tabby","domain":"tabby.ai","url":"https://alion.io/company/tabby","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Riyadh, Saudi Arabia"],"countries":["SA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-25T18:13:49Z","employer_posted_date":"2026-10-25","last_verified_at":"2026-10-30T19:44:56Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"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.\n\nThis 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.\n\nKey Responsibilities\n\nTeam Leadership & Coaching\n\nLead, coach, and motivate a Partner Support team to consistently achieve KPIs (CSAT, FCR, Productivity, Adherence).\nDeliver structured feedback through QA reviews, calibration sessions, and performance 1:1s.\nCreate and maintain development plans to grow skills and retain top performers.\n Operational Delivery\nManage daily workflows, escalations, and partner deliverables across multiple support channels.\nDrive performance improvement routines, ensuring SLA achievement and fair application of policies (e.g., DAT, Hold Timer, CSAT Fraud controls).\nCollaborate with Operations Manager to identify risks, close delivery gaps, and optimize team scheduling.\n\nQuality & Process Management\nParticipate in QA monitoring and ensure action plans are executed.\nChampion the side-ticket and escalation framework to maintain efficiency and traceability.\nKeep the team updated on product/process changes and industry trends.\nIdentify opportunities for automation and workflow improvement to enhance partner experience.\n\nStakeholder & Business Alignment\nPartner with Scoring, Finance, BD, and Product teams to resolve escalations and streamline partner journeys.\nSupport delivery of business targets through reporting, root-cause analysis, and solution proposals.\nEscalate high-impact issues to senior management with clear data and recommendations.\n\nBenefits\n\nQuarterly Bonus based on achieving operational targets.\n Career Growth Opportunities, subject to business needs and performance.\n\nExposure to a high-growth fintech environment with opportunities to shape operational 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