Customer Success and Operations Manager

  • London, United Kingdom

Customer Success and Operations Manager

Job description

About Tab

At Tab, we’re building a better platform for travel. We’re improving the way travellers discover, plan & book their trips — giving independent business owners the tools to improve their online presence and take bookings direct from travellers.

Our payment system helps tourism businesses to save on payment costs, manage and take bookings more flexibly – while spending less time on admin and more time with their customers.

We’re trusted by thousands 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 & promote their business. We're primarily based in London, and we're backed by Y Combinator (the investors behind Airbnb, Dropbox and Stripe).

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.

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

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 loves creating and improving processes, and who always takes a customer-first approach. You’ll start off working mainly on Tab Payments, where you’ll need to pick up ideas and concepts quickly and be able to distill them clearly for the businesses we work with. We’re still building out these processes, so you’ll need to be confident in your ability to imagine new ways to improve and adapt what we do - and then to teach other people.

Before long, we’ll need you to start building our operations and customer service for our new travel discovery platform, The Guide. This is a real opportunity to make your mark on the company. You’ll be designing the processes that the whole team will use as we go through a period of significant growth, so it’s a really exciting time to get involved!

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 two remote team members who are based in Manila - and more when we expand.

You recognise that sometimes the easiest thing to do to solve a problem is to get on the phone to a customer - and you’re confident doing this.



  • 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!