Job Description

Who we're looking for:

A Client Services professional who takes pride in delivering top 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 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 3 days per week.*

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.

Job Summary

You'll be the first point of contact for our B2C customers, supporting them at crucial moments in their redemption journey. Your role is to understand their needs quickly, often distilling long, emotive messages into clear, manageable actions and ensure every customer receives a calm, confident and resolution-focused experience. You'll collaborate across internal teams to surface issues, improve processes, and make sure customers feel heard, supported and cared for.

Main Duties and Areas of Responsibility

Deliver excellent customer service throughout the entire redemption experience. Handle a wide range of customer queries with clarity, empathy and efficiency, assessing what the customer actually needs and translating this into simple, actionable steps. Take ownership of customer issues, resolving them or escalating promptly to the right internal or external party. Liaise with Engineering, Supplier Operations, and Account Management to identify solutions and minimise customer impact. Clearly communicate status updates to customers, including explaining technical issues in plain, accessible language. Use internal tools (Jira, Zendesk/Salesforce) to log requests accurately and consistently. Identify recurring or high-impact issues and work with teams to improve our service and customer experience. Help create helpful customer-facing content such as retailer guides, FAQs, and troubleshooting tips to make redemption smoother and more intuitive. Maintain up-to-date supplier and operational documentation. Support incident management by assessing impact, updating our Status Page, and escalating to suppliers where required.

Required Knowledge, Skills and Experience

Essential

Exceptional written and verbal communication skills, ability to simplify complex scenarios and respond with clarity, warmth and professionalism. Demonstrated experience in technical or customer support roles. Proven ability to interpret emotionally-charged customer messages and identify the real issue quickly. Strong relationship-building skills across internal teams and with external partners. A proactive problem-solver who thrives in a fast-paced environment. Highly organised, able to prioritise effectively and manage competing deadlines while maintaining SLAs and KPIs. Comfortable working with systems such as Jira, Hubspot/Zendesk, and other CRM/helpdesk tools. Strong attention to detail, ensuring accuracy of information and spotting gaps in configuration or documentation. Takes ownership of tasks, sees things through, and shows initiative to improve processes.

Desirable

Experience working in a SaaS, fintech or digital product environment. Project management experience. Experience in account management or commercial stakeholder engagement. Confident presenter, able to communicate with stakeholders internally or externally.

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 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

About Tillo

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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.