Account Management Executive (Retention Team)

About the role

Tabby is looking for an Account Management Executive in its Retention team. You will resolve escalated partner issues that come from Partner Support, taking each case through to closure accurately and within SLA. Beyond closing tickets, you will flag recurring issues and their root causes so partners stay confident and active.

Key responsibilities

• Own escalated tickets from Partner Support end to end, from investigation to resolution and partner confirmation.
• 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 help improve escalation workflows, templates and SOPs.

Required profile

• 2-3 years of experience handling tickets or escalations, ideally in fintech, payments or e-commerce.
• Bachelor's degree in business, sales or a related field.
• Track record of high accuracy (95%+ QA score, low reopen rate) and consistent SLA delivery.
• Fluent in written and spoken English; professional and confident on calls, able to de-escalate difficult conversations.
• Solution-oriented, able to prioritize under high volume.
• Preferred: knowledge of Tabby's onboarding flow and internal CRM, and experience with Scoring, Risk or Product teams.

Required skills

• Basic reporting in Excel or Google Sheets.
• Strong communication skills and a process-minded approach.