Client Services Executive

Position Overview

We are seeking a Client Services Executive who takes pride in delivering top-notch B2B and B2C customer service to global customers. In this role, based in Austin, you will be a key player in ensuring best‐in‐class service delivery and acting as the voice of our customer – sharing actionable insights internally. At Tillo, the market leader in rewards and incentives in the UK and beyond, we believe in teamwork, continuous growth, and a collaborative environment where every individual can thrive.

Key Responsibilities

• Provide excellent customer service at every stage of the customer journey.
• Handle customer queries and requests, taking responsibility for actioning or escalating for resolution.
• Liaise between internal departments to deliver effective solutions to customer issues.
• Report on recurring issues and collaborate with the Account Management team and suppliers to enhance service quality.
• Create helpful customer content, including retailer-specific guides and collateral.
• Maintain supplier documentation to ensure up-to-date contact and escalation procedures.
• Collaborate with the Engineering team to manage our Status Page during incidents and escalate issues as needed.

Required Qualifications

• Strong relationship-building skills.
• Experience delivering technical support, including troubleshooting errors and liaising with Engineers.
• A keen problem solver who performs well in a fast-paced environment.
• Excellent communication skills.
• Fluency with ticketing and data reporting tools, such as Zendesk.
• Highly organized with the ability to prioritize and manage conflicting deadlines to uphold SLA's and KPI's.
• Proactive ownership of tasks.

Benefits & Perks

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

Compensation

Compensation Range: $51.9K - $65K