About this role
- As an AM Operations Executive in the Retention team, you will resolve escalated partner issues that reach Account Management from Partner Support, owning each case through to closure accurately and within SLA.
- Beyond solving tickets, you will flag recurring issues and their root causes, helping keep our partners confident and active with Tabby What You Will Be Doing Own escalated tickets from Partner Support end to end, from investigation to resolution and confirmation with the partner.
- Resolve cases within SLA under high volume, prioritizing by urgency, partner impact and churn risk.
- Handle escalated partner conversations by phone and email, de-escalating and rebuilding trust.
- Work with Scoring, Risk, Product and Onboarding to remove blockers and deliver lasting solutions.
- Spot partners at risk of churn or inactivity and act proactively to retain them.
- Keep QA scores high, reopen rates low, and CRM and ticket records accurate.
- Analyze ticket trends, flag recurring issues and contribute to better escalation workflows, templates and SOPs.