Service Designer

<h1>Service Designer</h1><p><strong>Department: </strong>Training and Quality</p><p><strong>Employment Type: </strong>Full Time</p><p><strong>Location: </strong>Remote/Poland</p><p><strong>Reporting To: </strong>Mariam Aerabe</p><br/><h3>Description</h3> <strong>About us:<br/><br/>Tabby</strong> 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.<br/><br/>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.<br/><br/>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.<br/><br/><strong>Role Overview:<br/><br/></strong>We are looking for a <strong>Service Leader</strong> who combines <strong>operational insight, agent enablement, and content design expertise</strong>. In this role, you will empower CX agents with the right tools, guidance, and knowledge to deliver outstanding customer experiences. By analyzing agent interactions, recurring tickets, and QA data, you will identify customer pain points and translate them into actionable solutions, content updates, and product improvements.<br/><br/> This role sits at the intersection of <strong>CX operations, product insights, and content strategy</strong>, ensuring agents are always equipped and customers experience seamless journeys.<br/><h3>Key Responsibilities</h3><ul> <li> <strong>Agent Enablement &amp; Content Design:<br/><br/></strong><br/><ul> <li>Create high-quality, actionable content for agents (guides, FAQs, walkthroughs, quick-reference materials, and eLearning modules).<br/><br/><br/> </li> <li>Translate complex product features, policies, and workflows into <strong>simple, scannable, and practical content</strong>.<br/><br/><br/> </li> </ul> </li> <li> <strong>Support Insights &amp; Customer Experience:<br/><br/></strong><br/><ul> <li>Monitor ticket trends, agent feedback, and QA metrics to identify recurring friction points.<br/><br/><br/> </li> <li>Surface agent-observed &amp; customer pain points to Product for actionable improvements.<br/><br/><br/> </li> </ul> </li> <li> <strong>Cross-Functional Collaboration:<br/><br/></strong><br/><ul> <li>Partner with Product Managers, Ops, QA, and Training teams to co-design <strong>process or content solutions</strong>.<br/><br/><br/> </li> <li>Facilitate alignment sessions, feedback loops, and knowledge sharing across teams.<br/><br/><br/> </li> </ul> </li> <li> <strong>Continuous Improvement:<br/><br/></strong><br/><ul> <li>Maintain, iterate, and optimize all agent-facing content for accuracy, clarity, and usability.<br/><br/><br/> </li> <li>Proactively identify gaps in agent knowledge or recurring customer pain points and recommend solutions.<br/><br/><br/> </li> </ul> </li> <li> <strong>Operational Excellence &amp; Metrics:<br/><br/></strong><br/><ul> <li>Maintain a <strong>friction log</strong> and track resolution status for recurring issues.<br/><br/><br/><br/> </li> <li>Measure success via agent readiness, ticket volume reduction, content usage, and customer satisfaction improvements.</li> </ul> </li> </ul><br/><br/><h3>Skills, Knowledge &amp; Expertise</h3><ul> <li>Excellent written and verbal communication in <strong>English</strong>; <strong>Arabic</strong> proficiency is a plus.<br/><br/><br/> </li> <li>2+ years of experience in <strong>CX, content design, instructional design, or operational enablement</strong>.<br/><br/><br/> </li> <li>Hands-on experience with <strong>design/content tools</strong> and <strong>knowledge base platforms</strong><br/><br/><br/> </li> <li>Strong analytical mindset: able to interpret <strong>agent feedback, QA metrics, and ticket trends</strong> to inform content and process improvements.<br/><br/><br/> </li> <li>Collaborative and cross-functional: able to influence Product, Ops, and Training teams.<br/><br/><br/> </li> <li>Strong problem-solving skills with the ability to <strong>translate operational challenges into actionable solutions</strong>.<br/><br/><br/><br/> </li> <li>Detail-oriented and process-driven, capable of maintaining high quality under tight deadlines. </li> </ul> <br/><strong>Preferred Qualifications:<br/></strong><br/> <ul> <li>Experience in <strong>CX operations, service leadership, or product support</strong>.</li> <li>Familiarity with <strong>multilingual teams</strong> or designing content for agents </li> <li>Understanding of <stron