Tillo - Client Services Manager
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Requirements
• The challenge: Introduce stronger operational structure, ownership and scalability across a global Client Services team while supporting the shift from reactive support delivery toward proactive engagement with priority clients 🚀 • The challenge: • 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 🏢 • Where you’ll work: • Cape Town • Cape Town • The Tillo Difference • 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. 🌎 • Experience managing service or operations teams of 6–10+ people within a SaaS or platform environment • Experience leading distributed teams across multiple time zones • Strong coaching and mentoring capability with a track record of developing team capability over time • Experience introducing structure and working methodology into growing operational teams • Confidence managing escalations, supplier incidents and operational delivery workflows • Experience working in KPI-driven service organisations and using performance data to guide improvements • Strong stakeholder communication across technical and non-technical teams • Ability to translate technical platform issues into clear updates for operational stakeholders and clients • Strong attention to detail and understanding of how operational accuracy supports customer trust • Experience using tools such as Zendesk, Jira or Asana to manage operational workflows • Experience supporting automation or workflow improvements within service environments • Helpful but not essential: • Experience working in fintech, payments or incentives platforms • Familiarity with API-based products or technical delivery environments • Experience working alongside engineering and product teams on operational delivery initiatives • Experience working with supplier-side performance data or outsourced service providers
Responsibilities
• Lead and develop a globally distributed Client Services team across South Africa, the UK and the US • Provide structure and clarity across team responsibilities, ownership and working methodology • Support consistent handling of operational incidents, escalations and supplier-related issues • Act as a key coordination point between Client Services, Engineering, Product, Finance and Account Management teams • Track and improve performance against KPIs, SLAs and operational delivery metrics • Strengthen visibility across team activity and service delivery performance • Support improvements to supplier operational quality through monitoring and coordination with onboarding and brand teams • Introduce scalable processes and workflows to support platform growth • Drive documentation improvements including SOP development and onboarding structure • Support automation initiatives within Zendesk to reduce repeat ticket volume • Contribute to the shift toward proactive engagement with priority clients • Communicate performance trends, improvement opportunities and operational risks to leadership • Coach and mentor future team leads and senior contributors within the Client Services function
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 • Top spec equipment including laptop, mouse, keyboard, monitor • Anniversary gifts • Monthly breakfasts, drinks, snacks and events • Team Learning & Development budget • 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 StatementWe 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. • Diversity, Equity, and Inclusion Statement
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