Tabby
Fintech • eCommerce
Tabby is a payment solutions company that allows shoppers to split their purchases into four interest-free monthly payments, making shopping more accessible and convenient. Tabby provides an app that helps users discover and track the best products, brands, and deals. The service is available for a wide range of categories, including fashion, beauty, electronics, and more, and integrates with VISA for broad acceptance. Additionally, Tabby offers business solutions to increase sales by removing price barriers and supports shoppers through its Tabby Care service, which facilitates easy returns and payment holds in case of purchase issues.
Service Designer
October 22
Tabby
Fintech • eCommerce
Tabby is a payment solutions company that allows shoppers to split their purchases into four interest-free monthly payments, making shopping more accessible and convenient. Tabby provides an app that helps users discover and track the best products, brands, and deals. The service is available for a wide range of categories, including fashion, beauty, electronics, and more, and integrates with VISA for broad acceptance. Additionally, Tabby offers business solutions to increase sales by removing price barriers and supports shoppers through its Tabby Care service, which facilitates easy returns and payment holds in case of purchase issues.
📋 Description
• Create high-quality, actionable content for agents (guides, FAQs, walkthroughs, quick-reference materials, and eLearning modules). • Translate complex product features, policies, and workflows into **simple, scannable, and practical content**. • Monitor ticket trends, agent feedback, and QA metrics to identify recurring friction points. • Surface agent-observed & customer pain points to Product for actionable improvements. • Partner with Product Managers, Ops, QA, and Training teams to co-design **process or content solutions**. • Facilitate alignment sessions, feedback loops, and knowledge sharing across teams. • Maintain, iterate, and optimize all agent-facing content for accuracy, clarity, and usability. • Proactively identify gaps in agent knowledge or recurring customer pain points and recommend solutions. • Maintain a **friction log** and track resolution status for recurring issues. • Measure success via agent readiness, ticket volume reduction, content usage, and customer satisfaction improvements.
🎯 Requirements
• Excellent written and verbal communication in **English**; **Arabic** proficiency is a plus. • 2+ years of experience in **CX, content design, instructional design, or operational enablement**. • Hands-on experience with **design/content tools** and **knowledge base platforms** • Strong analytical mindset: able to interpret **agent feedback, QA metrics, and ticket trends** to inform content and process improvements. • Collaborative and cross-functional: able to influence Product, Ops, and Training teams. • Strong problem-solving skills with the ability to **translate operational challenges into actionable solutions**. • Detail-oriented and process-driven, capable of maintaining high quality under tight deadlines. • Preferred Qualifications: • Experience in **CX operations, service leadership, or product support**. • Familiarity with **multilingual teams** or designing content for agents • Understanding of **UX principles** and user-centric content creation. • Experience in **data-driven content iteration** based on agent and customer insights.
🏖️ Benefits
• We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team. • A working environment that gives you autonomy and responsibility from day one. • You should be comfortable with the idea that the quality of your work will influence the shape of your career. • Participation in the company’s employee stock options program. • Health Insurance. • Flexi Perks: a monetary benefit to spend on what matters most to you — health, well-being, education, or professional development.
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