About the 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
Key Responsibilities
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.
Skills, Knowledge & Expertise
You Should Get in Touch With Us If You:
- Have 2–3 years of experience handling tickets or escalations, ideally in fintech, payments or e-commerce.
- Hold a Bachelor's degree in business, sales, or a related field of course,
- Have a track record of high accuracy (e.g., 95%+ QA score, low reopen rate) and consistently meeting SLAs.
- Are fluent in written and spoken English.
- Are professional and confident on calls, and able to de-escalate difficult conversations.
- Are solution-oriented: you fix root causes and flag recurring issues.
- Can prioritize effectively under high volume.
- Preferably know Tabby's onboarding flow and internal CRM, and have worked with teams such as Scoring, Risk or Product.
- Have basic reporting skills in Excel or Google Sheets.
To Be Successful in This Role, We Believe You Will Have:
- Full ownership of every case through to closure.
- A calm, clear head under pressure.
- A detail-driven, process-minded approach.
- Strong communication skills and a genuine interest in fintech and e-commerce.
We are passionate about creating an inclusive, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow and meet their goals.
Job Benefits
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