Who we’re looking for: We’re looking for a Client Services Manager to lead our globally distributed Client Services function across Cape Town, the UK and the US. This role suits someone who brings strong operational leadership experience in SaaS or platform environments and enjoys introducing structure, clarity and ownership into growing service teams. You’ll support the team’s shift from reactive ticket handling toward more proactive engagement with key clients, while improving consistency across incident management, supplier coordination and day-to-day delivery operations. The team currently supports roughly 50,000 tickets annually across regions and is moving toward automation of repeat workflows and more proactive engagement with priority clients 🌟
The challenge: Introduce stronger operational structure, ownership and scalability across a global Client Services team while supporting the shift from reactive support delivery toward proactive engagement with priority clients 🚀
Where you’ll work: This role will be based in Cape Town, 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 Cape Town office 🏢
We're in the business of rewards and incentives, so we know a thing or two about the importance of giving back. We can't grow as a business without growing as individuals, so we are committed to providing a workplace where passionate, driven individuals can thrive. We value collaboration, trust, positivity, and a willingness to learn - only by working as a team will we reach our goals.
We’re the market leader in the UK and are active in a number of other markets including USA, Europe, Australia and India. 🌎
Day to day this role will
Lead and develop a globally distributed Client Services team across South Africa, the UK and the US
Provide structure and clarity across team responsibilities, ownership and working methodology
Support consistent handling of operational incidents, escalations and supplier-related issues
Act as a key coordination point between Client Services, Engineering, Product, Finance and Account Management teams
Track and improve performance against KPIs, SLAs and operational delivery metrics
Strengthen visibility across team activity and service delivery performance
Support improvements to supplier operational quality through monitoring and coordination with onboarding and brand teams
Introduce scalable processes and workflows to support platform growth
Drive documentation improvements including SOP development and onboarding structure
Support automation initiatives within Zendesk to reduce repeat ticket volume
Contribute to the shift toward proactive engagement with priority clients
Communicate performance trends, improvement opportunities and operational risks to leadership
Coach and mentor future team leads and senior contributors within the Client Services function
What we’re looking for
Experience managing service or operations teams of 6–10+ people within a SaaS or platform environment
Experience leading distributed teams across multiple time zones
Strong coaching and mentoring capability with a track record of developing team capability over time
Experience introducing structure and working methodology into growing operational teams
Confidence managing escalations, supplier incidents and operational delivery workflows
Experience working in KPI-driven service organisations and using performance data to guide improvements
Strong stakeholder communication across technical and non-technical teams
Ability to translate technical platform issues into clear updates for operational stakeholders and clients
Strong attention to detail and understanding of how operational accuracy supports customer trust
Experience using tools such as Zendesk, Jira or Asana to manage operational workflows
Experience supporting automation or workflow improvements within service environments
Helpful but not essential:
Experience working in fintech, payments or incentives platforms
Familiarity with API-based products or technical delivery environments
Experience working alongside engineering and product teams on operational delivery initiatives
Experience working with supplier-side performance data or outsourced service providers
Benefits
We offer all our employees trust and empower our team to work with flexibility and autonomy. We’re a close-knit team and love working collaboratively, with our hybrid model, our team can come together at our fantastic offices, but also focus in their own space. The Tillo team are a motivated bunch and we all work hard to push Tillo forwards, always innovating. We completely understand the importance of work/life balance and offer a supportive and collaborative working environment with the following benefits:
21 days holiday per annum (plus an additional day for your birthday 🎂)
Retirement Fund (5%)
Health insurance contribution
Employee Incentive Scheme
Hybrid Working
Top spec equipment including laptop, mouse, keyboard, monitor
Anniversary gifts
Monthly breakfasts, drinks, snacks and events
Team Learning & Development budget
Tillo makes gift cards, rewards, and incentives simple, efficient, and profitable. Operating in over 37 markets and 25 currencies, Tillo processes billions in gift card transactions through a single, plug-and-go API, powering rewards and incentives for the world’s leading businesses.
Backed by Tenzing, Tillo is setting the global standard for digital gift card infrastructure.
Diversity, Equity, and Inclusion Statement
We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We welcome applications from individuals of all backgrounds, regardless of age, disability, gender identity, marital status, race, ethnicity, religion or belief, sex, or sexual orientation.
If you require any reasonable adjustments during the recruitment process, please let us know, and we will be happy to accommodate your needs.
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