Tamara
Team Lead - Customer Care (Customer Experience Operations)
- Permanent
- Riyadh, Saudi Arabia
- Experience 2 - 5 yrs
Job expiry date: 02/04/2026
Job overview
Date posted
17/02/2026
Location
Riyadh, Saudi Arabia
Salary
SAR 15,000 - 20,000 per month
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
02/04/2026
Job description
The Team Lead - Customer Care at Tamara in Riyadh is responsible for overseeing and enhancing the day-to-day operations of the Customer Experience Team within a fast-growing FinTech environment. The role includes leading, coaching, and developing customer service representatives to ensure the delivery of exceptional customer experiences. The Team Lead monitors staff performance, provides regular feedback, assists staff with complex customer issues, and maintains accurate documentation of customer service operations. Responsibilities include strategizing daily workflows, ensuring adherence to service policies, managing returns, exchanges, and voids, investigating and resolving complaints, and supporting the implementation of company-wide service standards. The role requires collaboration with internal teams, application of problem-solving skills, and maintaining high service quality in a rapidly evolving fintech context serving millions of users across Saudi Arabia and the wider GCC region.
Required skills
Key responsibilities
- Oversee and assess the daily activities of customer service staff, providing regular, actionable performance feedback and coaching to enhance service delivery.
- Strategize, monitor, and optimize daily customer service operations to ensure efficiency, adherence to company policies, and a consistent high-quality customer experience.
- Assist customer service staff with complex duties or escalated customer cases to maintain smooth operations and exceptional service standards.
- Develop and deliver training sessions to staff on customer service skills, company policies, procedures, and best practices to ensure team capability and compliance.
- Monitor and authenticate returns, exchanges, and voids to maintain accuracy, prevent errors, and ensure customer satisfaction.
- Investigate and resolve customer service complaints, identifying root causes and implementing solutions to prevent recurrence.
- Assist in developing, updating, and implementing service policies, clearly communicating expectations to staff and ensuring customer understanding and compliance.
- Maintain and manage documentation pertaining to the activities, processes, and performance of the customer service department for reporting, audits, and operational improvement purposes.
Experience & skills
- Bachelor’s or Master’s degree in Business Administration, Management Studies, or a related discipline.
- 1–3 years of experience in customer service or contact center operations, including at least 1 year in a supervisory or team lead role.
- Proven leadership and team management skills, with the ability to organize, direct, and motivate customer service representatives.
- Strong communication and interpersonal skills to interact effectively with clients and internal stakeholders.
- Demonstrated customer service skills, including the ability to handle complaints, resolve issues, and deliver positive customer experiences.
- Ability to monitor and optimize workflows, implement policies, and maintain accurate documentation for customer service operations.
- Problem-solving and decision-making capabilities with a solution-oriented mindset and the ability to work under urgency and adapt to changing priorities.