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 KSA, UAE and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, Amazon, IKEA, eXtra and Farfetch as well as small and medium businesses.

Tamara is Saudi's first fintech unicorn and is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others, operating out its headquarters in Riyadh, Saudi Arabia with other regional and global support offices.

About the role

This role reports to the SVP- Customer Experience Strategy & Operations. We are looking for an experienced Merchant Support Operations Manager to lead and optimize our support functions for merchants within Tamara. This role will ensure seamless operational support, drive efficiency, and enhance merchant satisfaction through high-quality service delivery. The ideal candidate will deeply understand customer support operations, merchant relationships, and process optimization within a contact center environment.

Your role

• Merchant Support Operations: Oversee the end-to-end customer support operations for merchants, including Inbounds/Onboarding/Support ensuring timely resolution of inquiries and issues.
• Process Optimization: Develop and implement best practices, workflows, and automation to enhance operational efficiency.
• Performance Management: Own key support metrics (e.g., SLA, response time, resolution time, CSAT) and drive continuous improvement.
• Team Leadership: Lead, train, and mentor a team of customer support TLs, and specialists to maintain high service standards.
• Stakeholder Collaboration: Work closely with internal teams such as Product, Risk, and Revenue to address merchant concerns and improve service offerings.
• Escalation Management: Handle complex merchant escalations and ensure a structured resolution approach.
• Data-Driven Insights: Analyze support trends and feedback to recommend improvements in policies and procedures.

Your responsibilities

• Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline.
• Prior experience (min 7 years) in service industry or customer support, in a high-volume and very fast-paced environment and ideally some experience in a contact center
• Experienced in running large teams and leading managers, and team leaders
• A high bar across the board - from your contributions to the people you work with to the tools you work on
• Prior professional experience with optimization, processes, systematic organization, and project management
• Demonstrated Data/Analytics experience; Excel/G-sheets proficiency is required
• Strong attention to detail & project management skills
• Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength

All qualified individuals are encouraged to apply.

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