Client Services Executive

📋 Description

• • We’re looking for a Client Services Executive to help deliver outstanding support and service experiences for Tillo’s customers.
• • This role suits someone who enjoys solving problems, working across multiple teams, and acting as a trusted point of contact for customers throughout their journey with Tillo.
• • You’ll work closely with Account Management, Product, Engineering, Finance, Implementations, and Operations teams to ensure customer issues are resolved quickly and effectively.
• • You’ll play an important role in maintaining customer satisfaction, supporting operational excellence, and helping Tillo scale its customer support capabilities as we continue to grow globally.
• • The challenge: Support a growing customer base while maintaining exceptional service quality, fast response times, and high customer satisfaction.
• • You’ll help resolve a wide variety of customer queries, coordinate cross-functional problem solving, support incident management, and identify opportunities to improve processes, automation, and operational efficiency.
• • Where you’ll work: This role will be based in Cape Town, 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 Cape Town office.
• • Day to day this role will
• • Manage and resolve customer support tickets across a range of operational, technical, and service-related topics.
• • Provide excellent customer service at every stage of the customer journey.
• • Handle customer queries and requests, taking ownership of resolution or escalation where required.
• • Act as a key liaison between customers and internal teams including Account Management, Engineering, Product, Finance, and Implementations.
• • Support incident management processes, supplier escalations, and customer communications during service disruptions.
• • Create and maintain customer-facing support content, guides, and documentation.
• • Maintain supplier documentation and escalation processes to ensure information remains accurate and up to date.
• • Identify recurring customer issues and collaborate with internal teams to improve processes and service quality.
• • Support initiatives focused on automation, operational efficiency, and continuous improvement.
• • Ensure customer queries are handled within agreed service levels and quality standards.
• • Contribute to maintaining strong customer satisfaction scores and resolution time targets.
• • Proactively identify opportunities to improve customer experience and team effectiveness.
• • What we’re looking for
• • Experience in customer support, service delivery, operations, or another customer-facing role.
• • Strong relationship-building skills with the ability to work effectively across internal and external stakeholders.
• • Excellent written and verbal communication skills.
• • Strong problem-solving ability and curiosity when investigating issues.
• • Comfortable working in fast-paced environments with changing priorities.
• • Experience using support, ticketing, or CRM platforms such as Jira, Zendesk, Salesforce, or similar tools.
• • Strong organisation and prioritisation skills with the ability to manage multiple tasks simultaneously.
• • Ability to work through ambiguity and confidently determine the next best action.
• • High attention to detail and commitment to maintaining accurate information across systems and documentation.
• • Proactive ownership mindset with a willingness to take responsibility for delivering outcomes.
• • Curious to learn about Tillo, our products, customers, and industry.
• • Helpful but not essential
• • Previous experience in B2B SaaS environments.
• • Project coordination or project management experience.
• • Experience delivering presentations internally or externally.
• • Experience creating customer documentation, guides, or support content.
• • Exposure to automation, AI tools, or process improvement initiatives.
• • Experience within gift cards, rewards, incentives, fintech, e-commerce, or customer operations environments.
• • 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 offices, 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:
• • 21 days holiday per annum (plus an additional day for your birthday).
• • Retirement Fund (5%).
• • Health insurance contribution.
• • Employee Incentive Scheme.
• • Hybrid Working.
• • Top spec equipment including laptop, mouse, keyboard, monitor.
• • Anniversary gifts.
• • Monthly breakfasts, drinks, snacks and events.
• • Team Learning & Development budget.