Product Manager - Care

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 of its headquarters in Riyadh, Saudi Arabia with other regional and global support offices.

About the role:

At its core, the Product Manager - Care is responsible for the most critical part of the user journey: the moment they need help. You won't just be managing tickets; you will be building the intelligent ecosystem that prevents them. Your mission is to bridge the gap between complex backend support systems and a frictionless, human-feel digital experience. Whether it's architecting an AI-driven chatbot that understands intent or designing a self-service help center that anticipates a user's next question, you are the champion for both the customer and our internal support teams.

Key Responsibilities:

• Own delivery of customer and partner support initiatives from discovery to launch.
• Translate roadmap items into clear requirements and user stories.
• Build and improve:

-AI-powered chat and support experience.

-In-app help center and self-service journeys.

-Support messaging and case tracking flows.

-Customer and partner feedback experiences.

-Collaborate with engineering and design to deliver high-quality solutions.

-Work closely with customer and partner care teams to identify pain points and automation opportunities.

-Use data and insights to drive prioritization and iteration.

What We're Looking For:

Core Requirements:

• 23 years of experience in product management or adjacent roles (e.g., program management, business analysis, consulting, or similar).
• Strong problem-solving and structured thinking skills.
• Experience building customer-facing digital products.
• Strong execution and delivery mindset.
• Comfortable working with engineering and design teams in an agile environment.
• Strong analytical thinking and communication skills.

Nice to Have:

• Experience with AI-powered support experiences (chatbots, automation, personalization).
• Experience with support journeys (chat, self-serve, help center, case flows).
• Exposure to support platforms (e.g., Salesforce, Zendesk).
• Understanding of Customer experience metrics (CSAT, containment, deflection, etc.).