About the Job:
Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, and Amazon, as well as small and medium businesses. Tamara is Saudi Arabia’s first fintech unicorn, backed by Sanabil Investments, SNB Capital, Checkout.com, among others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.
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We are looking for a proactive, technically sound, and empathetic Technical Support Specialist to join our team. You will work closely with merchants to drive business with Tamara. Your role will involve re-engaging merchants, identifying and solving their challenges, guiding them through integration steps, and ensuring successful onboarding.
Your Responsibilities:
- Own and manage a portfolio of Small and Medium Enterprise (SME) merchants who are live but not transacting.
- Proactively reach out to merchants via phone, email, or chat to understand their experience, challenges, and needs.
- Identify technical or operational blockers preventing merchants from going live or conducting business.
- Troubleshoot integration or usage issues, providing hands-on guidance or escalating to internal teams as needed.
- Assist merchants with integration APIs and systems by answering questions, validating implementation, and testing functionality.
- Serve as a technical and operational consultant, understanding their business workflows and offering practical solutions.
- Maintain clear and accurate records of merchant interactions and issue resolutions using tools like JIRA, Salesforce, Zendesk, Notion, etc.
- Collaborate with internal product, engineering, and support teams to solve merchant pain points.
- Track patterns in merchant feedback to identify systemic issues or improvement opportunities.
- Ensure a smooth re-onboarding or reactivation experience for merchants, aiming for swift and successful ramp-up.
- Deliver excellent customer service, ensuring merchants feel supported and valued throughout the process.
Your Expertise:
- 1–2 years of experience in roles such as Customer Support, Technical Support, Merchant Success, or Account Management.
- Experience with or supporting payments, Fintech, or E-commerce systems is a strong plus.
- Familiarity with REST APIs, JSON, and a basic understanding of API architecture.
- Strong understanding of web and mobile apps, internet protocols, and technical troubleshooting.
- Comfortable using tools like Zendesk, Salesforce, JIRA, ServiceNow, or similar ticketing and CRM systems.
- Ability to analyze trends, flag issues proactively, and follow through on resolutions.
- Ability to manage multiple merchants and priorities with speed and accuracy.
- Strong communication skills — both technical and non-technical (Arabic & English).
All qualified individuals are encouraged to apply.
