AM Retention Specialist (Merchant Operations)
On-site Riyadh Full-time Mid-level Retention Marketing
At a glance
Mid-level Retention Marketing role at Tabby. Riyadh · full-time.
Pay not stated Retention Marketing salary
RoleRetention Marketing
SeniorityMid-level
LocationRiyadh
WorkplaceOn-site
EmploymentFull-time
PostedNov 12, 2026
Role brief
growthroles summary, based on the employer's posting.
What you'll do
- Clear Partner Support escalations for active KSA merchants, resolving each case accurately and within service targets
- Update merchant accounts in Back Office, including checkout setup, account names, payout timing and platform changes
- Prepare contracts at merchants’ current rates, find missing agreements and revise legal-entity details
- Investigate merchant cancellation requests, address the reason and work to keep the merchant active
- Process cross-border KSA and UAE requests, add branches, collect KYB records and keep case notes current
What you bring
- One to three years in merchant operations, account management, customer support or a closely related role
- Fluent spoken and written Arabic and English
- Careful attention to detail, especially when configuring commissions or contracts
- Comfort using CRM, ticketing and admin systems, with the ability to pick up new tools quickly
Who this fits
This role suits someone who takes ownership of merchant cases and follows through, including escalating complex requests to the appropriate account manager or deal owner. You’ll work onsite in Riyadh and need to cover the team’s rotating schedule across all seven days.
From the employer
You'll handle the operational issues Partner Support escalates for live merchants in KSA, and fix them accurately and fast. When a merchant wants to leave Tabby, you find out why and try to keep them. The AM Retention team works alongside the Onboarding team but is a separate team, with its own queue and KPIs.
What you'll do
- Work the AM Retention ticket queue and close escalations within SLA
- Set up and change merchant accounts in Back Office: payment links, API checkout integrations, store and dashboard names, payout cycles and platform changes
- Handle contracts: issue new ones at the merchant's existing rates, track down missing ones and update legal entities
- Process KSA/UAE cross-border requests and add new branches
- Handle deactivation requests: find the reason (Tabby Card, rates, KYB documents, not using Tabby) and try to retain the merchant
- Escalate Tier 1 and Tier 2 or non-standard cases to the right Account Manager or deal owner, with full context
- Collect KYB documents from merchants and work with Compliance to meet regulatory standards
- Keep CRM and ticket notes clean and current on every case
- 1 to 3 years in merchant operations, account management, customer support or similar; fintech or payments is a plus
- Fluent Arabic and English, written and spoken
- Sharp attention to detail: a wrong commission or contract setup counts as a critical error here
- Comfortable with CRM, ticketing and internal admin tools, and quick to learn new systems
- Takes ownership, asks questions and follows through
- Available for the team's rotating schedule, which covers all seven days of the week
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