Customer Success and Operations Manager

  • London, United Kingdom

Customer Success and Operations Manager

Job description

About Tab

Tab powers travel & tourism businesses in 40 countries across Latin America, Africa and Asia. Our payment platform helps tourism businesses to save on payment costs and manage and take bookings more flexibly – while spending less time on admin and more time with their customers.

We work with hotels (from budget to boutique) and activity operators like dive schools, surf lodges and yoga retreats. Our initial focus is emerging destinations, in countries where payment and booking systems are a significant challenge. Our platform is trusted by hundreds of tourism businesses around the world, and we've helped hundreds of thousands of travellers to pay in over 100 currencies.

We're working on ambitious plans to revolutionise the experience of independent travel – by helping travellers make the most of their precious time abroad, and giving local tourism operators the vital tools they need to run their business.

We move fast, so you'll start having a meaningful impact on the business in your first week as we execute our ambitious growth plan. You'll also be encouraged to contribute across all areas – we all help each other out.

We're primarily based in London, and we're backed by Y Combinator (the investors behind Airbnb, Dropbox and Stripe). This role is based in our central London office in Soho, and we currently have an optional WFH Wednesday. We have team lunches every Monday and often schedule drinks and team socials. Our hours are generally flexible, but this role does require some overlap with our team in the Philippines.


About the Role

This is a great opportunity in a small but scaling startup. We're building out our team again as tourism returns after the pandemic, so we're hiring for a few roles right now. As a management role, this has a wide scope for someone great to come in and make it their own. The role would suit a strong all-rounder with a few years of experience and an interest in startups who can hit the ground running and is enthusiastic about using their skills in a wide range of areas.

Customer operations is the heartbeat of our business - you’ll need to have a cool head, be good at decision making and love finishing your to-do list. We’re looking for someone who can take on the management of our customer success and operations function. You'll love creating and improving processes, and will always take a customer-first approach. You will need to be able to pick up ideas and concepts quickly and distill them clearly for the businesses we work with.

Your main areas of focus will be: 

1. Customer Success All of our operations focus on our customers, and we’ve built a reputation for great customer service, so you should enjoy speaking to them, helping them, learning from them, and generally making it a pleasure for businesses to work with Tab. You’ll need to have good judgement and decision making skills as well as being naturally empathetic. Inbox zero should be your jam as you’ll have overall responsibility for the team that manages our inboxes. As part of this you’ll also manage our remote team members, ensuring that they have the tools they need to uphold our high standards.

2. Onboarding New Customers Making the application and approval process for new businesses is key to their experience and success with Tab. This can be anything from speaking to new businesses to designing the way we collect and evaluate their applications. If you're interested in the way people interact with processes, you'll love this part of the job - and there's the opportunity to get involved in our growth initiatives too.

3. Risk Processes As a payments company, we have to be able to spot fraud and explain risk to small business owners. You don't need loads of experience in this - we'll teach you - but it's important that you think it's interesting. Before long you’ll be improving what we do in this area based on your work with our customers. We use SQL, so knowledge of or an interest in this is helpful.

4. Payment Operations As you might imagine, there are a myriad of things to do each week to keep payments running smoothly. This is often reactive, so can vary from week to week. There's also always a range of interesting things to get involved in in a start up. You'll be encouraged to contribute in all areas and you'll have the opportunity to get involved in anything that you have an interest in. If you have a passion in a particular area, let us know!



  • Strong academic background
  • 3+ years’ experience in a customer service or operations based role
  • Experience of creating processes - it doesn’t have to have been a big process, but you do have to have enjoyed it!
  • Experience or a strong interest in managing or coordinating other team members
  • Spanish speaking is a big plus

About You

  • You’ll be naturally curious and want to get to the bottom of things
  • Motivated to ‘wow’ customers and keep them cheerful - even if we can’t do what they want
  • Great attention to detail with both words and numbers - from identifying patterns and trends in data to noticing typos in emails.
  • Logical - you think through the hows, the whys, the whats and the next steps
  • A self starter. Obviously. We’re a start up
  • Exceptional organisation - you’ll need to be comfortable organising follow up and taking responsibility for creating reminders for yourself to keep things running smoothly
  • Interested in how international tourism and payments work - you’ll need to become an expert (we’ll teach you!)
  • Empathy - the businesses we work with are all different sizes and all over the world, and the things that they worry about can vary enormously. Lots of them don’t speak English as a first language either, so you’ll need to have the EQ to get to the heart of their questions and be able to empathise with them all. Language skills are a plus here!