Customer Experience Operations Specialist

About the role

The CX Operations Specialist will act as a case investigator for complex customer tickets that the AI cannot resolve. Working within Tabby's AI‑assisted support system, you will own each ticket from investigation to final resolution, ensuring fair outcomes for customers and the business.

Key responsibilities

• Own complex tickets from first review to final resolution, including 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 the issue.
• Communicate directly with customers, explaining what happened, why, and the steps being taken – without relying on templated deflections.
• Make judgment‑based decisions, including appropriate compensation, while balancing customer fairness with risk and policy.
• Use the coaching system actively: ask for help when stuck, accept real‑time guidance, and flag learnings.
• Identify and flag gaps in the Knowledge Base, contributing to continuous improvement.
• Spot recurring patterns such as product bugs, AI blind spots or policy gaps and document them with evidence.
• Review personal coaching history weekly and act on recommendations.

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 analyse transaction data and logs.
• Excellent written communication skills to explain complex issues clearly to customers.
• Willingness to seek assistance, act on feedback and avoid hiding problems.

Required skills