Job Description

Process Analyst, Customer Experience
Department: Training and Quality
Employment Type: Full Time
Location: Remote
Reporting To: Marcin Wozniak
Description
Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.
The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.
Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.
About the role
As a Process Analyst, you will play a key role in optimizing and standardizing customer and partner support operations. Your work will directly impact customer satisfaction and operational efficiency by analyzing, designing, and implementing process improvements. You will collaborate closely with cross-functional teams, including customer support agents, ops-managers, the Training team, Product, and other stakeholders, to ensure processes are customer-centric and aligned with organizational goals.
A strong background in customer support is critical for this role, as you will leverage your expertise to identify pain points, design effective workflows, and ensure seamless customer experiences.
What you'll be doing
Process Optimization:

• Apply your deep understanding of customer support best practices to design processes that improve customer satisfaction and resolve pain points.
• Analyze existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.
• Design and implement process improvements that enhance efficiency, consistency, and customer satisfaction.

Formalized Workflow Documentation:

• Create and maintain formalized workflow procedures, including step-by-step instructions and contextual data, to guide customer support agents in using CRM tools effectively.
• Ensure procedures are clear, actionable, and tailored to the specific needs of agents, enabling them to resolve customer issues efficiently and consistently.
• Regularly update workflows to reflect changes in CRM tools, product updates, or evolving customer needs.

Cross-Functional Collaboration:

• Work closely with customer support agents, managers, Training, Product, and other stakeholders to gather feedback and align process improvements with organizational goals.
• Contribute to CRM tool development by providing input on customer support requirements and ensuring the tool aligns with operational needs.

What you'll need
Education:
Bachelor's degree in Math, Engineering, Software Development, Business Administration, Operations Management, or equivalent demonstrable experience in a related discipline. Relevant certifications or additional qualifications are a plus.
Experience:

• Proven experience in customer support operations, with a deep understanding of customer service principles, problem-solving techniques, and conflict resolution.
• Prior experience as a process analyst, business analyst, or similar role, preferably in a customer support or service environment.

Technical Skills:

• Familiarity with customer support systems and tools (e.g., CRM software, ticketing systems).
• Proficient in process modeling techniques and tools (e.g., BPMN, flowcharts, process mapping).
• Strong analytical skills with the ability to gather and interpret data, identify patterns, and provide actionable insights.

Soft Skills:

• Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
• Detail-oriented mindset with the ability to critically evaluate and improve processes for efficiency and effectiveness.
• Strong project management skills, including the ability to prioritize tasks, manage timelines, and drive projects to completion.

This role is ideal for a customer support professional who is passionate about process improvement and delivering outstanding customer experiences. If you are a detail-oriented, data-driven thinker with a customer-first mindset, we encourage you to apply!
Job Benefits
Relocation and Employment
We offer remote work from anywhere in the world (our schedule is based on Dubai time though) and are happy to work out an individual relocation plan for you.
Our employees have the opportunity to choose a country for registration: at the moment those are Armenia, Georgia, Serbia, Portugal, Spain, UAE.
What you can expect

• 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

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 (whatever they may be).
If this sounds exciting to you, we'd love to hear from you!

Skills Required