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About the Role

Client Services Executive to 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.

Responsibilities

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

Requirements

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
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

Skills

Customer support
Service delivery
Operations
Customer-facing
Relationship-building
Communication
Problem-solving
Jira
Zendesk
Salesforce
Organisation
Prioritisation
Attention to detail
Ownership
B2B SaaS
Project coordination
Project management
Presentation delivery
Customer documentation
Automation
AI tools
Process improvement
Gift cards
Rewards
Incentives
Fintech
E-commerce
Customer operations

Location

Austin

Work Type

Hybrid Working

Benefits

Flexible healthcare plan including, medical, dental and vision
20 days PTO per annum (plus an additional day for your birthday)
401(K) - up to 3% match
Employee Incentive Scheme
Access to Tillo’s Storefront with discounts & gift card vouchers
Top spec equipment including laptop, mouse, keyboard, monitor
Anniversary gifts
Monthly breakfasts, drinks, snacks and events
Team Learning & Development budget

About the Company

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.

Equal Opportunity

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.