Service Designer

2 weeks ago

Belgrade, Central Serbia Tabby Full time
Service Designer

Department: Training and Quality

Employment Type: Full Time

Location: Remote/Serbia

Reporting To: Mariam Aerabe


Description
About us:

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.

The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 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 generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region. Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.

Role Overview:

We are looking for a Service Leader who combines operational insight, agent enablement, and content design expertise. In this role, you will empower CX agents with the right tools, guidance, and knowledge to deliver outstanding customer experiences. By analyzing agent interactions, recurring tickets, and QA data, you will identify customer pain points and translate them into actionable solutions, content updates, and product improvements.

This role sits at the intersection of CX operations, product insights, and content strategy, ensuring agents are always equipped and customers experience seamless journeys.

Key Responsibilities
  • Agent Enablement & Content Design:
    • Create high-quality, actionable content for agents (guides, FAQs, walkthroughs, quick-reference materials, and eLearning modules).

    • Translate complex product features, policies, and workflows into simple, scannable, and practical content.

  • Support Insights & Customer Experience:
    • Monitor ticket trends, agent feedback, and QA metrics to identify recurring friction points.

    • Surface agent-observed & customer pain points to Product for actionable improvements.

  • Cross-Functional Collaboration:
    • Partner with Product Managers, Ops, QA, and Training teams to co-design process or content solutions.

    • Facilitate alignment sessions, feedback loops, and knowledge sharing across teams.

  • Continuous Improvement:
    • Maintain, iterate, and optimize all agent-facing content for accuracy, clarity, and usability.

    • Proactively identify gaps in agent knowledge or recurring customer pain points and recommend solutions.

  • Operational Excellence & Metrics:
    • Maintain a friction log and track resolution status for recurring issues.

    • Measure success via agent readiness, ticket volume reduction, content usage, and customer satisfaction improvements.


Skills, Knowledge & Expertise
  • Excellent written and verbal communication in English; Arabic proficiency is a plus.

  • 2+ years of experience in CX, content design, instructional design, or operational enablement.

  • Hands-on experience with design/content tools and knowledge base platforms

  • Strong analytical mindset: able to interpret agent feedback, QA metrics, and ticket trends to inform content and process improvements.

  • Collaborative and cross-functional: able to influence Product, Ops, and Training teams.

  • Strong problem-solving skills with the ability to translate operational challenges into actionable solutions.

  • Detail-oriented and process-driven, capable of maintaining high quality under tight deadlines. 


Preferred Qualifications:
  • Experience in CX operations, service leadership, or product support.
  • Familiarity with multilingual teams or designing content for agents 
  • Understanding of UX principles and user-centric content creation.
  • Experience in data-driven content iteration based on agent and customer insights.


Job Benefits
  • 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 the company's employee stock options program.
  • Health Insurance.
  •  Flexi Perks: a monetary benefit to spend on what matters most to you — health, well-being, education, or professional development.

  • UI Designer

    2 weeks ago

    Belgrade, Central Serbia Wargaming Full time €45,000 - €55,000 per year

    Job OverviewHere at Wargaming Belgrade we are looking for UI designer to strengthen the World of Warships High-End Meta team. As a member of the World of Warships team, you will have the opportunity to collaborate with a talented and passionate group of professionals and make a meaningful impact on the direction and success of the game.What will you...

  • Game Designer

    2 weeks ago

    Belgrade, Central Serbia Sperasoft Full time

    Responsibilities:Producing game content for a major mobile title.Communicate the vision of major design initiatives, new assets creation, pipeline optimizations features and major design overhauls to clients and team.Contribute to game economy balancing and tuning, designing the game zone's narrativeCreate and maintain design documentationOwn and hold...

  • Graphic Designer

    2 weeks ago

    Belgrade, Central Serbia TR3I Creative Agency Full time €35,000 - €45,000 per year

    Company Description:TR3I is a full-service creative technology agency building intelligent software, immersive digital experiences, and future-ready curricula. We merge design, code, and data into solutions that power the next generation of learning, storytelling, and automation. We're growing fast — and we are looking for a creative and...

  • Game Designer

    1 day ago

    Belgrade, Central Serbia Wargaming Full time €30,000 - €60,000 per year

    World of Warships: Legends team in Belgrade is looking for a Game Designer.As a member of the World of Warships team, you will have the opportunity to collaborate with a talented and passionate group of professionals and make a meaningful impact on the direction and success of the game.World of Warships: Legends is a free-to-play naval action MMO that puts...

  • Marketing Designer

    1 day ago

    Belgrade, Central Serbia Hunch Full time €30,000 - €60,000 per year

    Marketing DesignerLocation: Belgrade, Hybrid (3 days in office, 2 remote - per week/after probation period)Team: MarketingReports to: Head of MarketingAbout HunchHunch is a fast-growing platform transforming how brands and agencies execute paid social campaigns. Marketing at Hunch is not a support function - it's one of the core drivers of new revenue. We're...

  • Game Designer

    1 day ago

    Belgrade, Central Serbia Wargaming Full time €40,000 - €60,000 per year

    Job OverviewWorld of Warships: Legends team in Belgrade is looking for a Game Designer.As a member of the World of Warships team, you will have the opportunity to collaborate with a talented and passionate group of professionals and make a meaningful impact on the direction and success of the game.World of Warships: Legends is a free-to-play naval action MMO...

  • Game Designer

    1 day ago

    Belgrade, Central Serbia Wargaming Full time €40,000 - €60,000 per year

    Job OverviewWorld of Warships: Legends team in Belgrade is looking for a Game Designer.As a member of the World of Warships team, you will have the opportunity to collaborate with a talented and passionate group of professionals and make a meaningful impact on the direction and success of the game.World of Warships: Legends is a free-to-play naval action MMO...

  • Instructional Designer

    2 weeks ago

    Belgrade, Central Serbia NCR Atleos Full time €70,000 - €120,000 per year

    About NCR AtleosNCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek's prestigious 2025 Top 100 Global Most Loved...

  • Graphic Design Intern

    7 days ago

    Belgrade, Central Serbia msg global solutions Full time €20,000 - €40,000 per year

    What we doThe Global Marketing team supports our worldwide organization in the areas of corporate design, product marketing, social media, content management, and employer branding. We're a diverse group of experienced professionals with a shared passion for promoting our brand and communicating our product and service offerings effectively.We are now...

  • Lead Digital Designer

    7 days ago

    Belgrade, Central Serbia Acronis Full time €30,000 - €60,000 per year

    Acronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for an Lead Digital Designer to join our mission to create a #CyberFit future and protect all data, applications and systems across any environment.In this role, you...