About the Role
At the company, we are on a mission to deliver world-class partner experiences that set the standard in fintech. As a Partner Support Specialist, you will be the front line of communication with our merchants and applicants — ensuring every interaction builds trust, resolves issues quickly, and strengthens our relationships.
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You will support partners across multiple channels (chat, email, phone), resolve operational and business inquiries, and play a key role in driving key metrics such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Adherence. This is a role for someone who thrives in a fast-paced environment, can balance empathy with accuracy, and takes ownership of delivering outcomes.
Key Responsibilities
- Partner Communication & Issue Resolution
- Provide support to the company partners and applicants across chat, email, and phone.
- Handle escalations with professionalism and ensure fair application of PS policies (DAT, Hold Timer, CSAT fraud checks).
- Ensure accurate, timely resolution in line with SLAs and process guidelines.
- Process Adherence & Quality
- Apply Partner Support procedures and knowledge-base materials consistently.
- Maintain high QA standards by following templates, knowledge cards, and approved flows.
- Escalate complex cases via side-ticketing and ensure traceable handovers to TLs or other functions.
- Continuous Improvement
- Capture insights from partner queries to help identify gaps in workflows and policies.
- Suggest improvements that enhance FCR and CSAT performance.
- Stay current on product, scoring, finance, and payout processes to provide accurate guidance.
- Collaboration & Business Alignment
- Work closely with Scoring, Finance, BD, and Product teams to ensure smooth end-to-end partner journeys.
- Support colleagues in achieving collective targets and maintaining a high-performance culture.
Skills, Knowledge and Expertise
- Strong fluency in Arabic and English (both written and verbal).
- Bachelor’s degree or higher (business, finance, marketing, operations, or related field preferred).
- Experience in B2B support, call center, or customer operations is a plus.
- Excellent communication, problem-solving, and relationship-building skills.
- High attention to detail and ability to follow structured processes.
- Resilience and confidence in handling demanding partners and escalations.
- Analytical mindset and ability to turn data/feedback into action.
- Self-motivated with strong ownership and accountability.
Benefits
- Monthly Bonus tied to achieving operational KPIs (CSAT, FCR).
- Bonus Multiplier for month-over-month performance improvement.
- Growth Opportunities within the company based on business needs and results.
