Growth and Operations Associate

  • London, United Kingdom

Growth and Operations Associate

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. It's a great chance to join a new team and make your mark!


We're looking for a growth and operations whizz who's interested in startups. We're still a small company, so you'll hit the ground running and there's loads to learn. We'll expect you to be able to work independently and take on responsibility from the first week, and from there it's up to you - there's scope to grow with the role as the company expands over the next couple of years. Interests in tourism and international payments are imperative!


The role sits in our Customer Success and Operations team, and you'll spend about half of your time working with the Customer Success and Operations Manager to support our customers and manage our operations processes (including how the money moves!). The other half you'll spend on growth initiatives (think creating Facebook and Instagram ads, designing email campaigns, deciding call campaigns etc). 


Operations 

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. If you can spot potential problems, pick up ideas and concepts quickly and be able to distill them clearly then you'd fit right in. You’ll need to have good judgement and decision making skills as well as being naturally empathetic. Lots of the businesses we work with speak English as a second language, so being able to empathise with that and adjust accordingly is important.

You should be interested in processes too - you'll be working on how to improve our internal processes as well as how to make things easier for our customers. We use a lot of cool tools to manage our operational processes, so if you have an interest in learning more about Redash, Zapier, Intercom, Tally, Flowdash, Journey - or have ideas on how to replace them (!) - then we'd love to hear from you. 


Growth
We've got big plans to grow at Tab, and tourism is booming as people are allowed to travel again after two years. We already have some cool growth initiatives that you'll work on, so you should have an eye for design and be interested in creating Facebook and Instagram ads, have a flair for good copy for email campaigns and newsletters, and enjoy speaking to people on the phone. You'll also have a lot of scope to take the lead on your own ideas, and we'll give you the space to try things out - with a bit of help of course!


This role would equally suit someone with a bit of growth or operations experience looking to make the move into startups, or someone with other experience and a passion for growth and operations who's ready to work more independently in a fast moving team. We'll also accept compelling applications from graduates if you've read this and think it sounds perfect for you!

Requirements

Experience

  • Strong academic background
  • 1+ years’ experience in a customer service or operations based role
  • Experience distilling complex concepts into clear explainations
  • 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
  • Interested in how to grow businesses
  • Great attention to detail with both words and numbers
  • 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!