Partner Support Team Leader (Fintech)

TL;DR

Partner Support Team Leader (Fintech): Managing and developing high-performing partner support teams to ensure world-class service delivery with an accent on performance management, process excellence, and operational targets. Focus on driving performance improvement, resolving escalations, and optimizing partner experience within a fast-paced fintech environment.

Location: Onsite in KSA

Company

hirify.global is a high-growth fintech company creating financial freedom by reshaping how people shop, earn, and save, with its flagship offering allowing shoppers to split payments online and in-store with no interest or fees.

What you will do

• Lead, coach, and motivate a Partner Support team to achieve KPIs (CSAT, FCR, Productivity, Adherence).
• Manage daily workflows, escalations, and partner deliverables across multiple support channels.
• Drive performance improvement routines and ensure SLA achievement and policy application.
• Participate in QA monitoring, ensure action plan execution, and maintain efficiency frameworks.
• Identify opportunities for automation and workflow improvement to enhance partner experience.
• Partner with internal teams (Scoring, Finance, BD, Product) to resolve escalations and streamline partner journeys.

Requirements

• Proven success in contact center or B2B support leadership (1+ years as TL or Manager).
• Experience with financial services, fintech, banking, or e-commerce preferred.
• Strong coaching, people development, and performance management skills.
• Excellent analytical and problem-solving abilities.
• Fluency in English (B2+) required; strong Arabic is an advantage.
• Bachelor’s degree in a relevant discipline (business, operations, or related field).

Nice to have

• Experience in remote or distributed team management.
• Confident handling demanding partners, escalations, and sensitive situations.
• Skilled in reporting and presenting findings to management.

Culture & Benefits

• Quarterly Bonus based on achieving operational targets.
• Career Growth Opportunities.
• Rotational Shifts: 24/7 operation, 5 working days per week, 9-hour shifts including breaks.
• Exposure to a high-growth fintech environment with opportunities to shape operational excellence.

Hiring process

• Applied & Review
• HR call & Screened Candidate
• Assessment
• Technical interview
• Final interview
• Hired