Operations Specialist – Customer Experience

About the role

Tabby is looking for a CX Operations Specialist to handle complex customer tickets that our AI agent cannot resolve automatically. You will act as a case investigator, reviewing each ticket, uncovering the root cause, and delivering end‑to‑end resolutions while collaborating with senior coaches.

Key responsibilities

• Own complex tickets from initial review to final resolution, covering payments, refunds, disputes, banking edge cases, and product anomalies.
• Investigate independently using account history, transaction data, logs, and internal tools to form a clear view of each case.
• Communicate directly with customers, explaining what happened, why, and the steps being taken, without relying on templated responses.
• Make judgment‑based decisions, including appropriate compensation, while balancing customer fairness with risk and policy.
• Utilise the coaching system: request help when needed, accept real‑time guidance, and act on coaching recommendations.
• Identify and flag gaps in the Knowledge Base, contributing to continuous improvement of documentation.
• Detect recurring patterns such as product bugs or AI blind spots and surface them with evidence for product teams.
• Review personal coaching history weekly and implement suggested improvements.

Required profile

• Prior hands‑on experience in financial operations such as banking, payment disputes, chargebacks, fintech operations, telecom escalations, or insurance claims.
• Strong investigative mindset with the ability to synthesize data from multiple sources.
• Excellent written communication skills and a customer‑first attitude.
• Willingness to ask for help, act on feedback, and avoid hiding problems.

Required skills