Client Services Executive

Tillo•Austin, TX

2d•Hybrid

About The Position

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. This role will be based in Austin, 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 Austin office.

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

Nice To Haves

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

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