Service Leader, Customer Experience

Service Leader, Customer Experience

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Tabby creates financial freedom by reshaping people's relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.

We are looking for a Service Leader who combines operational insight, agent enablement, and content design expertise. In this role, you will empower Customer Experience 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 Customer Experience operations, product insights, and content strategy, ensuring agents are always equipped and customers experience seamless journeys.

• 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 & 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.
  Skills, Knowledge & Expertise
  • Excellent written and verbal communication in English;
    Arabic proficiency is a plus.
  • 2+ years of experience in Customer Experience, content design, instructional design, or operational enablement.
  • Hands‑on experience with design/content tools and knowledge base platforms.
  • Strong analytical mindset to interpret agent feedback, QA metrics, and ticket trends.
  • 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.
  Preferred Qualifications
  • Experience in Customer Experience operations, service leadership, or product support.
  • Familiarity with multilingual teams or designing content for agents.
  • Understanding of user‑centric content creation.
  • Experience in data‑driven content iteration based on agent and customer insights.
  Job Benefits
  • Flexible working hours with autonomy from day one.
  • Participation in the company’s employee stock options program.
  • Health insurance.
  • Flexi Perks: monetary benefit for health, well‑being, education, or professional development.