Client Services Executive
Who we’re looking for: A Client Services professional who takes pride in delivering top B2B & B2C customer service to global customers 🌟
The challenge: To deliver best in class Service Delivery as well as acting as the voice of our customer, sharing feedback internally to improve our product and services 🚀
Where you’ll work: This role will be based in Austin, you'll be part of our global team, collaborating with colleagues and serving customers across the UK, USA, Australia, South Africa, and beyond. Our hybrid approach offers flexibility with regular team connection in our Austin office 🏢
We're in the business of rewards and incentives, so we know a thing or two about the importance of giving back. We can't grow as a business without growing as individuals, so we are committed to providing a workplace where passionate, driven individuals can thrive. We value collaboration, trust, positivity, and a willingness to learn - only by working as a team will we reach our goals.
We’re the market leader in the UK and are active in a number of other markets including USA, Europe, Australia and India. 🌎
Day to day this role will
Provide excellent customer service at every stage of the customer journey.
Handle customer queries and requests, taking responsibility for actioning or escalating to the right person for resolution
Liaise between internal departments to find solutions to customer issues.
Report on any key or recurring issues, working with the Account Management team and our suppliers to continuously improve service.
Create helpful content for customers, including retailer specific guides and collateral.
Maintain supplier documentation to ensure we always have up to date information on how to contact, and escalate issues.
Work with our Engineering team to assess the impact and maintain our Status Page when incidents occur and escalate to suppliers to expedite the resolution where necessary.
What we’re looking for
Strong relationship building skills
Experience delivering technical support (troubleshooting errors, liaising with Engineers)
A keen problem solver who is comfortable in a fast paced environment
An excellent communicator
Fluency in a ticketing and data reporting tool such as Zendesk
Highly organized, able to prioritize and manage conflicting deadlines to ensure that SLA's and KPI's are upkept
Proactive ownership of tasks
Benefits
We offer all our employees trust and empower our team to work with flexibility and autonomy. We’re a close-knit team and love working collaboratively, with our hybrid model, our team can come together at our fantastic office in Austin, but also focus in their own space. The Tillo team are a motivated bunch and we all work hard to push Tillo forwards, always innovating. We completely understand the importance of work/life balance and offer a supportive and collaborative working environment with the following benefits:
Flexible healthcare plan including, medical, dental and vision
20 days PTO per annum
401(K) - up to 3% match
Employee Incentive Scheme
Access to Tillo’s Storefront with discounts & gift card vouchers
Hybrid Working
Top spec equipment including laptop, mouse, keyboard, monitor
Anniversary gifts
Monthly breakfasts, drinks, snacks and events
Team Learning & Development budget
About Tillo
Tillo makes gift cards, rewards, and incentives simple, efficient, and profitable. Operating in over 37 markets and 25 currencies, Tillo processes billions in gift card transactions through a single, plug-and-go API, powering rewards and incentives for the world’s leading businesses.
Backed by Tenzing, Tillo is setting the global standard for digital gift card infrastructure.
Diversity, Equity, and Inclusion Statement
We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We welcome applications from individuals of all backgrounds, regardless of age, disability, gender identity, marital status, race, ethnicity, religion or belief, sex, or sexual orientation.
If you require any reasonable adjustments during the recruitment process, please let us know, and we will be happy to accommodate your needs.
Average salary estimate
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