Merchant Onboarding Executive

Tabby tabby.ai Open

Hybrid Cairo Full-time Mid-level Customer Success

At a glance

Mid-level Customer Success role at Tabby. Cairo · full-time.

Pay not stated Customer Success salary

RoleCustomer Success

SeniorityMid-level

LocationCairo

WorkplaceHybrid

EmploymentFull-time

PostedOct 29, 2026

Role brief

growthroles summary, based on the employer's posting.

What you'll do

Take partner cases escalated from support through investigation, resolution and confirmation that the issue is closed
Work a heavy case queue, ordering issues by urgency, partner impact and risk of churn while meeting service deadlines
Speak with partners by phone and email to calm difficult situations and rebuild confidence
Coordinate with Scoring, Risk, Product and Onboarding to clear blockers and prevent repeat problems
Track potential inactivity, maintain accurate case records and flag recurring causes for better workflows and guidance

What you bring

You have two to three years handling support tickets or escalations, ideally in fintech, payments or e-commerce
A bachelor's degree in business, sales or a related subject is required
You communicate fluently in written and spoken English and can handle difficult calls with confidence
You have a record of accurate work and meeting service targets, with strong prioritization in busy queues

Who this fits

This mid-level role suits someone who takes each case to closure, stays composed under pressure and looks for root causes. It is based in Cairo, Egypt, with a hybrid arrangement.

From the employer

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.

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.

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