About Tabby
Tabby is the GCC's largest and fastest-growing fintech, reshaping how 15+ million customers pay, earn and save. Our flagship BNPL product is used by 40,000+ merchants including Amazon, Noon and IKEA, generating over $10B in annual transaction volume. We move fast, we build in public, and we take customer experience seriously.
The context
Our AI agent (LLMA) now resolves 75% of written tickets autonomously. What reaches a human is genuinely hard: payment disputes, refund edge cases, banking anomalies, product bugs, situations that require judgment, not a script. This role exists at that intersection.
This is not traditional contact-centre work. You operate more like a case investigator: you receive a ticket the AI could not close, you figure out what actually happened, and you own the resolution end-to-end.
The environment
You will work inside a coaching-driven operating system. An AI supervisor monitors ticket direction in real time and flags risks before you send a response. Coaches - senior agents promoted from the floor — are available to consult on hard cases. Every coaching interaction is logged automatically; your growth is tracked, not just your throughput.
The expectation is not perfection. The expectation is that you ask for help when you need it, that you act on feedback, and that you do not hide problems.
Key Responsibilities
What you will do
- Own complex tickets from first review to final resolution - payments, refunds, disputes, banking edge cases, product anomalies.
- Investigate independently using account history, transaction data, logs and internal tools. Form a view. Act on it.
- Communicate directly with customers: what happened, why, what you are doing about it - no templated deflections.
- Make judgment-based decisions, including compensation where appropriate, balancing customer fairness with risk and policy.
- Use the coaching system actively: ask for help when stuck, accept real-time guidance from coaches, flag what you learn.
- Flag gaps in the Knowledge Base: if an article is missing or wrong, say so. Your field observations directly improve the system.
- Spot and document recurring patterns - product bugs, AI blind spots, policy gaps - and surface them with evidence.
- Spend a portion of your time each week reviewing your own coaching history and acting on recommendations.
What success looks like
CSAT | Consistently above team average on complex ticket cohort
Resolution rate | High first-contact resolution; low reopens
AHT | Efficient without cutting corners — Complex Case flag used when legitimate
KB contribution | Regular flags on missing or broken KB articles
Coaching | Proactively asks for help; recommendations executed, not ignored
Skills, Knowledge and Expertise
Requirements - must-have
- Prior hands-on experience in financial operations: banking, payment disputes, chargebacks, fintech ops, telecom escalations or insurance claims. This is not negotiable and not a nice-to-have. We hire people who already understand how money moves - we do not train for it.
- Financial literacy in depth: card payment flows, gateway vs issuer logic, refund mechanics, BNPL structure, dispute lifecycle. You can explain any of these in plain language without looking it up.
- Fluent written Arabic (native or near-native) and strong written English (B2+) - customer communication is in Arabic; internal tools and documentation are in English.
- Proven ability to investigate without a script: you look at the data, form a view, and act on it.
- Clear structured written communication in both languages - customers understand exactly what happened and what comes next.
- Comfortable making autonomous decisions - including compensation within policy - without defaulting to escalation.
- Emotional maturity with frustrated customers: calm, direct, empathetic. No hiding behind the process.
Nice to have
- Familiarity with CRM and ticketing tools (Zendesk, Freshdesk, Salesforce Service Cloud).
- Experience working alongside AI - you understand what the model handles well and where it fails, and you fill the gap.
- Direct BNPL, open banking or digital wallet product experience.
Benefits
What we offer
- Flexible working hours and genuine autonomy from day one.
- A clear growth path: strong performers move into Coach, Case Officer, or Content roles — all within the same operational layer.
- Participation in the employee stock options program.
- Health insurance.
- Flexi Perks - a monthly allowance you spend on what matters to you: wellness, learning, travel.
