Lead, IT​/Tech, Technical Support

About Tabby

Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Tabby generates significant transaction volume for partner brands and has grown rapidly in the GCC region.

We are looking for a Service Leader who combines operational insight, agent enablement, and content design expertise
. In this role, you will empower CX agents with the right tools, guidance, and knowledge to deliver outstanding customer experiences. By analyzing agent interactions, recurring tickets, and QA data, you will identify customer pain points and translate them into actionable solutions, content updates, and product improvements. This role sits at the intersection of CX operations, product insights, and content strategy
, ensuring agents are always equipped and customers experience seamless journeys.

• Department
  :
  Training and Quality
• Employment Type
  :
  Full Time
• Location
  : UAE
• Workplace type
  :
  Onsite
• Reporting To
  :
  Mariam Aerabe

• Agent Enablement & Content Design
  :
  Create high-quality, actionable content for agents (guides, FAQs, walkthroughs, quick-reference materials, and eLearning modules). Translate complex product features, policies, and workflows into simple, scannable, and practical content.
• Support Insights & Customer Experience
  :
  Monitor ticket trends, agent feedback, and QA metrics to identify recurring friction points. Surface agent-observed and customer pain points to Product for actionable improvements.
• Cross-Functional Collaboration
  :
  Partner with Product Managers, Ops, QA, and Training teams to co-design process or content solutions. Facilitate alignment sessions, feedback loops, and knowledge sharing across teams.
• Continuous Improvement
  :
  Maintain, iterate, and optimize all agent-facing content for accuracy, clarity, and usability. Proactively identify gaps in agent knowledge or recurring customer pain points and recommend solutions.
• Operational Excellence & Metrics
  :
  Maintain a friction log and track resolution status for recurring issues. Measure success via agent readiness, ticket volume reduction, content usage, and customer satisfaction improvements.

• Excellent written and verbal communication in English
  ; Arabic proficiency is a plus.
• 2+ years of experience in CX, content design, instructional design, or operational enablement
  .
• Hands-on experience with design/content tools and knowledge base platforms
  .
• Strong analytical mindset: able to interpret agent feedback, QA metrics, and ticket trends to inform content and process improvements.
• Collaborative and cross-functional: able to influence Product, Ops, and Training teams.
• Strong problem-solving skills with the ability to translate operational challenges into actionable solutions
  .
• Detail-oriented and process-driven, capable of maintaining high quality under tight deadlines.

• Experience in CX operations, service leadership, or product support
  .
• Familiarity with multilingual teams or designing content for agents
• Understanding of UX principles and user-centric content creation.
• Experience in data-driven content iteration based on agent and customer insights.

• Flexible working hours with autonomy to manage time to meet job goals.
• Autonomy and responsibility from day one.
• Opportunity for career growth influenced by the quality of your work.
• Participation in the company’s employee stock options program.
• Health Insurance.
• Flexi Perks: a monetary benefit to spend on health, well-being, education, or professional development.