Process AnalystDepartment: CX AnalyticsEmployment Type: ContractLocation: RemoteReporting To: Fedor SuslyaevDescriptionAbout usTabby creates financial freedom in the way people shop, earn, and save by reshaping their relationship with money. The company\'s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 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 has generated over $7 billion in transaction volume for its partner brands and has the highest-rated, most-reviewed, largest and fastest-growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.About the roleAs a Tools and Process analyst, your primary responsibility will be to analyze, optimize, and standardize the processes and procedures related to customer and partner support operations.You will be owning the CX process library, suggesting the nearest possible improvements as well as the blue sky versions of the processes.You will work closely with cross-functional teams, including customer support agents, managers, Training, Product, and other stakeholders, to identify areas for improvement and implement best practices. Your expertise will be crucial in enhancing efficiency, customer satisfaction, and overall operational effectiveness.You\'ll be working in a dynamic, rapidly evolving environment with the following responsibilities: * Analyze Customer Support Processes: Assess existing customer support processes and workflows to identify inefficiencies, bottlenecks, and areas for improvement

• Standardize Procedures: Create standardized procedures and guidelines for customer support activities, ensuring consistency and quality in service delivery
• Contribute to internal CRM tool development by keeping an up-to-date wishlist in sync with Product roadmap
• Conduct Data Analysis: Utilize data and metrics to evaluate process performance, identify trends, and provide recommendations for process enhancements.
• Push a continuous improvement in customer support processes by gathering agents\' feedback
• Implement Process Changes: Lead the implementation of process improvements, ensuring smooth transitions and effective change management.
• Monitor and Evaluate: Continuously monitor the effectiveness of implemented changes, gather feedback, and make adjustments as necessary to ensure ongoing process optimization.

What we expect

• Proven experience of 3+ years as a process analyst, business analyst, preferably in a customer support or service environment (MUST)
• Deep understanding of customer support best practices, including customer service principles, problem-solving techniques, and conflict resolution.
• Familiarity with customer support systems and tools (e.g., CRM software, ticketing systems) is desirable.
• Strong analytical skills with the ability to gather and interpret data, identify patterns, and provide actionable insights.
• Proficient in process modeling techniques and tools (e.g., BPMN, flowcharts, process mapping).
• 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.
• Familiarity with emerging technologies and trends in customer support, such as chatbots, AI, automation, and self-service portals.

BenefitsRelocation and employmentWe 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 or Spain.

• 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 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

Tabby