Head of Customer Care

Department: Customer Experience

Employment Type: Full Time

Location: KSA

Description

About us

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. Over 32,000 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 has generated over $7 billion in transaction volume for its partner brands and has the highest-rated, most-reviewed, largest and fastest-growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.
About the role

As the Head of Customer Care, you will play a pivotal role in elevating our customer service standards and ensuring regulatory compliance. You will lead a dedicated team of customer care professionals, driving the development and implementation of strategies that enhance customer satisfaction. Your responsibilities will include overseeing daily operations, handling escalations, and fostering a culture of continuous improvement. You will also be integral in aligning our customer care practices with SAMA regulations and contributing to the development of our customer service tools, policies and processes. If you excel in leadership, strategic planning, and regulatory compliance, this role offers a unique opportunity to make a significant impact in the BNPL industry.

Key Responsibilities

• Oversee and manage the entire customer care department, ensuring high standards of service and compliance with SAMA regulations.
• Develop and implement customer care strategies, policies, and procedures.
• Monitor and analyze customer service metrics and KPIs to ensure continuous improvement.
• Handle corner cases of escalated customer issues and perform deep dives into specific complaints for root cause analysis.
• Train, mentor, and develop the customer care team to enhance their skills and performance.
• Collaborate with other departments to ensure a seamless customer experience.
• Stay updated with the latest industry trends and regulatory requirements.
• Prepare and present regular reports on customer care performance to senior management and SAMA.

Skills, Knowledge & Expertise

• Bachelor’s degree in Business Administration, Management, or a related field.
• At least 3-5 years of experience in complaint management, escalation management or customer service management, with a strong preference for individuals who have worked in compliance within the financial services industry.
• Understanding of SAMA regulations and compliance requirements.
• Proven track record of successfully managing and leading customer care teams.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Strong analytical skills and attention to detail.
• Proficiency in both English and Arabic.
• Position is restricted to Saudi Nationals.