Job Description

Who we're looking for:

A Senior Client Services professional who takes pride in delivering top B2B & B2C customer service to global customers

The challenge:

To act asthe voice of our customer as well as driving process improvements, mentoring team members, and taking ownership of critical projects within the Operations Team

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

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.

Day to day this role will be responsible for

Project Leadership:

Lead key initiatives within the Client Services team by identifying tasks, coordinating cross-functional collaboration, and delegating work across the Operations team to ensure successful and timely delivery.

Ownership & Accountability:

Take full ownership of projects, responsibilities, and outcomes. Deliver work to a high standard, identifying opportunities to enhance service delivery and continuously improve existing processes.

Process Automation & Efficiency:

Drive improvements in team efficiency by automating repetitive tasks and workflows. Identify and implement scalable solutions that streamline operations and reduce manual effort.

Team Mentorship & Development:

Act as a role model and mentor within the team, helping colleagues grow in confidence, develop new skills, and contribute meaningfully to team success.

Performance Reporting:

Build and maintain performance reports and dashboards in Zendesk Explore. Support the Client Services Manager in analyzing trends and using data to track KPIs, OKRs, and SLAs.

Stakeholder Communication:

Lead internal and external meetings, including those with senior stakeholders. Ensure effective communication, clear action plans, and follow-up on outcomes to drive accountability and progress.

Process Ownership & Documentation:

Regularly review and optimise processes, collaborating with other teams as needed. Own and maintain clear, up-to-date process documentation to ensure team-wide consistency and operational excellence.

Client & Supplier Engagement:

Collaborate closely with the Service Delivery Manager and other teams to identify areas for service improvement. Lead regular check-ins with key clients and suppliers to ensure high-quality service delivery and responsiveness to their needs.

Escalation Management:

Handle complex escalations with confidence and professionalism. Use sound judgment and experience to manage sensitive or challenging situations and deliver positive outcomes for clients.

Fraud & Dispute Resolution:

Proactively manage fraud cases and payment disputes, resolving them quickly and effectively while maintaining strong customer relationships and protecting the business.

Customer-Facing Content:

Create and maintain helpful, accessible content in Zendesk Guide to support partners and brands in self-serving common queries and resolving issues independently.

Compliance & Security:

Maintain a strong understanding of ISO standards, GDPR, and other relevant data protection regulations. Ensure that processes and documentation meet compliance requirements, working closely with internal teams to uphold best practices.

What we're looking for

A background in B2B & B2C customer service (ideally within a SaaS/FinTech environment) Strong project and task management experience, with a proactive, solution-focused approach Proven process improvement and automation mindset Fluency in a ticketing and data reporting tool such as Zendesk Excellent communication and stakeholder management Confidence in handling of escalations, fraud, and disputes An ability to mentor and support team members High attention to detail and strong documentation skills (ideally using Notion, or similar) An understanding of GDPR and ISO standards

It's not essential, but we'd love to hear about it if you have experience with:

Zendesk admin/configuration experience Supplier or external partner management Global support or outsourcing models AI or automation in customer support Working in fintech or regulated 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 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.