Partner Support Team Leader , Saudi Nationals

Key Responsibilities

• Team Leadership & Coaching
  • 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.
    
    
    
• Operational Delivery
  • 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.
    
    
    
• Quality & Process Management
  
  
  • 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.
    
    
    
• Stakeholder & Business Alignment
• 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).

Job Benefits

• Quarterly Bonus based on achieving operational targets.
• Career Growth Opportunities, subject to business needs and performance.
• Rotational Shifts: 24/7 operation, 5 working days per week, 9-hour shifts including breaks.
• Exposure to a high-growth fintech environment with opportunities to shape operational excellence.