About this role
At Tabby, 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. 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. Partner Communication & Issue Resolution Provide support to Tabby 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.