Account Management Executive

Key Responsibilities

What You Will Be Doing

• Own escalated tickets from Partner Support end to end, from investigation to resolution and confirmation with the partner.
• Resolve cases within SLA under high volume, prioritizing by urgency, partner impact and churn risk.
• Handle escalated partner conversations by phone and email, de-escalating and rebuilding trust.
• Work with Scoring, Risk, Product and Onboarding to remove blockers and deliver lasting solutions.
• Spot partners at risk of churn or inactivity and act proactively to retain them.
• Keep QA scores high, reopen rates low, and CRM and ticket records accurate.
• Analyze ticket trends, flag recurring issues and contribute to better escalation workflows, templates and SOPs.
  
  

Skills, Knowledge & Expertise

You Should Get in Touch With Us If You:

• Have 2–3 years of experience handling tickets or escalations, ideally in fintech, payments or e-commerce.
• Hold a Bachelor's degree in business, sales, or a related field of course,
• Have a track record of high accuracy (e.g., 95%+ QA score, low reopen rate) and consistently meeting SLAs.
• Are fluent in written and spoken English.
• Are professional and confident on calls, and able to de-escalate difficult conversations.
• Are solution-oriented: you fix root causes and flag recurring issues.
• Can prioritize effectively under high volume.
• Preferably know Tabby's onboarding flow and internal CRM, and have worked with teams such as Scoring, Risk or Product.
• Have basic reporting skills in Excel or Google Sheets.
  
  

To Be Successful in This Role, We Believe You Will Have:

• Full ownership of every case through to closure.
• A calm, clear head under pressure.
• A detail-driven, process-minded approach.
• Strong communication skills and a genuine interest in fintech and e-commerce.

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.