---
title: 'Customer Care Manager - UAE at Tamara'
canonical: 'https://feeny.ai/job/customer-care-manager-uae-tamara-cairo-ng0n39p5aqaq'
type: 'job'
last_seen: '2026-09-07'
---

# Customer Care Manager - UAE at Tamara

- **Company:** Tamara
- **Location:** Cairo, Egypt
- **Posted:** 2026-08-19
- **Last confirmed live:** 2026-09-07
- **Apply:** https://job-boards.eu.greenhouse.io/tamara/jobs/4920917101

## Job description

## About us

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in KSA, UAE and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, Amazon, IKEA, eXtra and Farfetch as well as small and medium businesses.

Tamara is Saudi's first fintech unicorn and is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others, operating out its headquarters in Riyadh, Saudi Arabia with other regional and global support offices.

## About the role

We're looking for an experienced Customer Care Manager to lead UAE customer care from our Cairo site. This is a role for a strong leader who manages through Team Leaders but knows the operation cold — someone who leads with full context and credibility, never secondhand. You won't get blocked by operational detail, you won't lean on your team to understand your own numbers, and you'll contribute substantively to how the operation runs. You own the effectiveness and performance of the UAE Customer Care Team. You set the standard and hold the team to it.

## Your role

Operational Leadership & Performance Management

- Provide strategic to the Team Leaders, overseeing the daily output and supervision of operational performance to ensure interactions reflect positively on the company
- Owns department KPIs, including service level agreements, average handling time, customer satisfaction,..etc. and read the raw contact-center and survey data yourself, well enough to know what's happening without being told.
- Manage performance and identify gaps, and drive resolution at the team level  coaching, reslotting, queue and workflow adjustments within your operation

Quality Assurance & Continuous Improvement

- Partner with Quality Assurance and Training Teams to oversee onboarding training, continuous coaching, and upskilling for better service delivery.
- Act as the ultimate escalation point for complex or sensitive UAE customer grievances, resolving issues with high ownership and speed.
- Review and analyze customer surveys to gather structured data and research customer opinions of services and the team performance

People Development & Culture

- Build a highly motivated team, and high retention culture through transparent performance management, coaching, and regular feedback
- Conduct structured performance reviews with Team Leaders, nurturing their leadership capabilities.
- Lead recruitment activities to build a top tier talent pool

Candidate Profile & Requirements:

## Experience

- Proven experience leading managers and Team Leaders in a high-volume, fast-paced, multi-channel customer care operation — ideally owning a contact-center operation end-to-end.
- Deep, hands-on operational fluency: you operate the tools, read the data, and know the workflows yourself — a credible operator who leads, not a delegator who relies on the team for context.

## Skills and Qualifications

- Advanced hands-on experience with modern CRM, telephony, and channel tools (e.g., Zendesk, Salesforce). Strong capability utilizing data visualization tools to track metrics.
- Data-driven, emotionally intelligent leader capable of program-managing critical structural changes while maintaining high team morale across an offshore site.
- Exceptional ability to interpret raw contact center analytics and survey data into actionable performance improvement plans.
- A high bar across the board - from your own contributions to the people you work with to the tools you work on
- Strong attention to detail & project management skills
- Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength

## About Tamara

## Company Overview
- **One-liner**: Tamara is the leading fintech platform in Saudi Arabia and the GCC region, offering Sharia-compliant buy now, pay later (BNPL) and payment solutions through a customer-centric financial super-app.
- **Entity Type**: Private (Series? – Unicorn stage, backed by top investors)
- **Headquarters**: Riyadh, Saudi Arabia (King Abdullah Branch Road, King Salman District)
- **Founded**: 2020
- **Founders**: Not publicly available (company was founded in 2020 by a team; individual founder names not disclosed in provided sources)

## Core Business
- **Primary industry/industries**: Fintech (BNPL, payments, consumer finance)
- **Target customers**: B2C (consumers) and B2B (merchants, from SMBs to global brands)
- **Mission or purpose statement**: “To help people make their dreams come true by building the most customer-centric financial super-app on earth” (from Greenhouse careers page) / “Empower people in their daily lives and revolutionize how they shop, pay, and bank” (from docs.tamara.co)

## Products & Services
For each major offering:
- **Tamara Bundle**: Includes Pay in Full and Split in 2/3/4 payment products – flexible, transparent, no hidden fees or interest.
- **Split in Installments**: Allows customers to split purchase amounts into multiple installments (varies by retail category and ticket size).
- **Pay in Full**: Customers pay the total order value upfront via Tamara, with no added fees or interest.
- **Online & In-store Solutions**: Tamara’s payment methods work both for e-commerce and physical retail.
- **Merchant Services**: Boost conversion and AOV, reduce fraud/credit risk, receive upfront payment while customers pay over time, and manage transactions/returns via a dashboard.

## Market Standing
- **Valuation/Market Cap**: $2.107 billion (as of latest funding round – CB Insights lists valuation at $2.107B, making Tamara Saudi Arabia’s first fintech unicorn)
- **Key Metric**: Total funding raised = $2.107 billion (includes equity and lines of credit; latest round was a Line of Credit - II of $1.4B about 9 months ago)
- **Notable Investors/Partners**: Sanabil Investments (wholly owned by PIF), SNB Capital, Checkout.com, Goldman Sachs, Citi Alternative Investments, Apollo Global Management, W2 Investments, Shorooq Partners (22+ investors total). Key merchant partners: SHEIN, Jarir, noon, IKEA, Amazon.
- **Growth Signals**: Serves millions of users across Saudi Arabia, UAE, and Bahrain; expanding globally with offices in Riyadh, Dubai, Cairo, Vietnam, India, Germany, and remote; strong headcount growth visible in open roles across engineering, data, risk, product, and care.

## Competitive Advantages
- **First-mover & unicorn status** in Saudi Arabia’s fintech space.
- **100% Sharia-compliant** certification by Shariyah Review Bureau – a key differentiator in the region.
- **Strong backing** from PIF-linked investors and global financial institutions.
- **Deep merchant integrations** with top regional and global brands (SHEIN, IKEA, Amazon, etc.).
- **Customer-centric super-app vision** combining payments, shopping, and banking in one platform.

## Strategic Focus
- Build the most comprehensive financial super-app in the GCC, expanding product offerings beyond BNPL (e.g., banking, credit).
- Scale across the region (already in Saudi, UAE, Bahrain) and enter new markets.
- Invest in data, AI, and engineering talent to enhance risk management, personalization, and customer experience.
- Maintain Sharia compliance while innovating payment flexibility.

## Why Work Here
- **Culture highlights**: “Customer Obsessed”, “Ownership”, “Resilience”, “Curiosity”, “One Team, One Mission” – strong emphasis on trust, simplicity, and being “everywhere people need us.”
- **Work policy**: Hybrid/remote options available – offices in Saudi Arabia, UAE, Egypt, Vietnam, India, Germany, plus fully remote roles (per Greenhouse careers page).
- **Notable perks/engineering culture**: “We hire for human qualities, not just skills”; focus on continuous learning, data-informed decision-making, and building scalable systems; global team with diverse backgrounds; roles in engineering (backend, Flutter, QA), data science, risk, product design, and more.
- **Growth opportunity**: As a fast-growing unicorn, employees can have high impact and career acceleration.

## Sources
1. [Greenhouse – Jobs at Tamara](https://job-boards.eu.greenhouse.io/tamara)
2. [Tamara – Life at Tamara](https://tamara.co/en-kw/life-at-tamara)
3. [CB Insights – Tamara Profile](https://www.cbinsights.com/company/tamara)
4. [Tamara Docs – Introduction to Tamara](https://docs.tamara.co/docs/introduction-to-tamara)
5. [Tamara Careers Page](https://tamara.co/en-sa/careers)

## Other roles at Tamara

- [Head of Anti-Money Laundering (AML) - Saudi National](https://feeny.ai/job/head-of-anti-money-laundering-aml-saudi-national-tamara-riyadh-92ha4xeecaaz) — Riyadh, Saudi Arabia
- [People Business Partner](https://feeny.ai/job/people-business-partner-tamara-riyadh-q3jnh0p1j031) — Riyadh, Saudi Arabia
- [Public Engagement Lead](https://feeny.ai/job/public-engagement-lead-tamara-riyadh-1aq44577v06t) — Riyadh, Saudi Arabia
- [Data Governance Lead](https://feeny.ai/job/data-governance-lead-tamara-riyadh-tp7bt1398rqf) — Riyadh, Saudi Arabia
- [Quality Lead](https://feeny.ai/job/quality-lead-tamara-riyadh-gp6vmxakd3vr) — Riyadh, Saudi Arabia
- [People Operations Senior Associate](https://feeny.ai/job/people-operations-senior-associate-tamara-cairo-885465rvzj8c) — Cairo, Egypt
- [Real-Time Analyst (RTA)](https://feeny.ai/job/real-time-analyst-rta-tamara-riyadh-gkgzm74s0q9d) — Riyadh, Saudi Arabia
- [Money Laundering Reporting Officer](https://feeny.ai/job/money-laundering-reporting-officer-tamara-dubai-m8fv5aevfqnx) — Dubai, United Arab Emirates
- [Collections Operations Lead](https://feeny.ai/job/collections-operations-lead-tamara-dubai-4n3hyw14j6rj) — Dubai, United Arab Emirates
- [CRM Specialist](https://feeny.ai/job/crm-specialist-tamara-dubai-g8ymxvzgrraw) — Dubai, United Arab Emirates