Customer Service Operations Manager
Tabby
Customer Service, Operations
Posted on May 13, 2025
- Lead the end-to-end dispute resolution process between customers and merchants, ensuring fair, timely, and compliant outcomes.
- Supervise and develop a team of dispute resolution specialists, analysts, and case managers; provide coaching, performance feedback, and growth opportunities.
- Monitor and continuously improve metrics including resolution time, chargeback rates, customer satisfaction, and regulatory compliance.
- Ensure full adherence to applicable financial regulations (e.g., Reg E, Reg Z, and card scheme rules) and internal risk policies.
- Collaborate cross-functionally with teams such as Risk, Compliance, Legal, Product, and Customer Support to resolve complex or escalated disputes.
- Drive implementation of scalable workflows, case management systems, and automation tools to enhance efficiency and accuracy in dispute handling.
- Serve as the internal subject matter expert on financial dispute resolution and advise product and policy teams on risk mitigation strategies.
- Analyze data to identify dispute trends, root causes, and merchant behavior insights that support strategic improvements.
- Manage third-party processors or dispute-handling vendors, ensuring service-level agreements and compliance standards are met.
- Represent the department in audits, regulatory examinations, and executive briefings as needed.
- Application Deadline
- June 08, 2025
- Department
- Customer Support Ops
- Employment Type
- Full Time
- Location
- Egypt
- Workplace type
- Onsite
- Reporting To
- Romans Solovjovs
Key Responsibilities
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Skills, Knowledge & Expertise
- Bachelor’s degree in Finance, Business Administration, Law, or a related field (Master’s degree preferred).
- Minimum 5 years of experience in fintech, banking, or digital payments with a strong focus on chargeback or dispute resolution or operational leadership.
- Demonstrated success in leading customer-facing teams or financial arbitration functions in regulated environments.
- In-depth knowledge of relevant regulatory frameworks, including Reg E, Reg Z, and global card network rules (Visa, Mastercard).
- Experience with digital payment platforms, chargeback processes, and merchant relationship management.
- Strong communication, negotiation, and partner management capabilities.
- Proficiency in CRM, dispute case management platforms, and familiarity with reporting/automation tools.
- Strong analytical mindset and data-driven decision-making approach.
- High ethical standards and a customer-centric philosophy.
- Ability to thrive in a dynamic, fast-paced, tech-oriented environment.
- Experience with cross-border or multi-currency transaction systems.
About Tabby
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.
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.
Our Hiring Process
Stage 1:
Applied
Stage 2:
Review
Stage 3:
HR call @Tabby
Stage 4:
Technical interview @Tabby
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