AM Retention Specialist (Merchant Operations)

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. Key Responsibilities 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 Skills, Knowledge and Expertise 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