---
title: 'Dispute Operations Specialist at Tamara'
canonical: 'https://feeny.ai/job/dispute-operations-specialist-tamara-riyadh-d12y9kdpc03q'
type: 'job'
last_seen: '2026-09-21'
---

# Dispute Operations Specialist at Tamara

- **Company:** Tamara
- **Location:** Riyadh, Saudi Arabia
- **Posted:** 2026-09-16
- **Last confirmed live:** 2026-09-21
- **Apply:** https://job-boards.eu.greenhouse.io/tamara/jobs/4977400101

## Job description

## About Us

Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.

## Role summary

Dispute Operations Investigators are the operational engine of Tamara's newly established Dispute Operations function. Reporting to the Team Leader, this role handles the case-level operational work of dispute resolution: exception review, evidence adjudication, merchant communication, and recovery coordination.

This is a hands-on operational role. As Tamara's dispute automation matures through 2026-2027, this role shifts from high-volume case handling to exception-focused work (fraud-flagged cases, regulator escalations, complex adjudications). Investigators who develop strong judgment on exception handling and merchant communication have a direct pathway to Team Leader within the function, or broader roles in  Care Operations.

## Key responsibilities

Own the end-to-end management of merchant disputes, including:

Review & Adjudication

- Review claims through the standard queue or the commercial channel when a merchant is suspended due to a high dispute rate and requires priority handling.
- Evaluate the evidence provided by both the customer and merchant.
- Adjudicate the claim based on the available evidence and applicable policies.
- Escalate to T&S or Team Leader per defined escalation criteria.
- ● Maintain <48-hour SLA on manual review queue

Merchant Engagement & Dispute Rate Management

- Proactively communicate with merchants to urge timely action on their claims.
- Guide merchants on how to action claims when support is required.
- Engage merchants with high dispute rates and request a clear action plan to improve their dispute performance.

Negative Balance Collection – Planned

- Support the collection of merchant negative balances once the process and ownership model are finalized.
- This responsibility is currently being scoped and will be incorporated into the role once the process is defined.

Channel partner workflow support

- Handle CP-flagged disputes per defined manual workflow
- Coordinate with Commercial KAMs on partner-specific escalations

Regulator escalation coordination (designated Investigators only)

One Investigators is designated within the team as the primary regulator escalation point:

- Handles SAMA and CBUAE escalated cases in coordination with Gov Esc team and legal.
- Drafts responses to regulator queries within SAMA 5-business-day escalation SLA
- Maintains regulator escalation log and reports monthly to team leader

Reporting

- Daily case throughput reporting
- Weekly quality review on adjudication decisions
- Surface operational patterns and improvement opportunities to Team Leader

## What we're looking for

## Experience

- 2-3 years operational experience in customer care, claims handling, dispute management, chargeback operations, or comparable high-volume case work
- Fintech, BNPL, payments, or e-commerce background preferred
- Fluent Arabic and English (customer and merchant communication)

Strengths

- Detail-orientated: strong case notes, accurate decisioning, clean audit trail
- Comfortable with high volume: able to work through case queues at pace without quality degradation ● Judgement: comfortable making adjudication calls with incomplete evidence
- Customer and merchant communication: professional written communication in both English and Arabic
- Systems literacy: Salesforce or comparable case management platform

## Preferred

- Prior experience with Tamara systems (CSHub, Salesforce, Partner Portal)
- Familiarity with the SAMA regulatory framework for consumer finance / BNPL — required for the designated regulator escalation investigators.
- Experience with reserve or settlement operations

## 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)

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