Role overview

Tamara is a leading fintech platform in Saudi Arabia and the GCC region, serving millions of users and partnering with major global and regional brands. As Team Leader for the Customer Experience Team, you will oversee customer service representatives, provide performance feedback, and help develop their capabilities while ensuring exceptional service delivery across the organization.

Key responsibilities

Oversee and assess the activities of customer service staff, delivering regular performance-related feedback to support their growth.
Strategize and monitor the daily activities of customer service operations to ensure smooth functioning.
Assist customer service staff with their duties as needed to maintain service quality and meet operational demands.
Train staff in customer service best practices and company policies to ensure consistent service standards.
Monitor and authenticate returns, exchanges, and voids to maintain accuracy in transactions.
Investigate and resolve customer service complaints to maintain satisfaction and loyalty.
Assist with the development and implementation of service policies, and communicate these clearly to both staff and customers.
Maintain documentation related to customer service department activities for reporting and compliance purposes.

Requirements

Bachelor’s or Master’s degree in business administration, management studies, or a related field.
At least three years of prior experience in customer service or contact center operations.
Minimum of one year of supervisory or team leadership experience.
Strong leadership skills with the ability to organize and direct customer service representatives to deliver high-quality service.
Excellent communication skills to interact effectively with clients and identify their requirements.
Demonstrated customer service expertise, including the ability to interact courteously with clients and ensure positive experiences.

What makes this role worth considering

You will be part of Tamara, Saudi Arabia’s first fintech unicorn backed by leading investors including the Public Investment Fund. Working in this customer-focused organization offers the opportunity to impact millions of users across the region while leading a team dedicated to creating exceptional financial experiences.

How to apply

Use the Apply button to view the official job posting and submit your application on Tamara Dubai Jobs: Essential Guide to Careers (2026)'s careers site.