Customer Success and Operations Associate (EN/ES)

About Tab

Revolutionising the way travellers discover, plan and book a trip

Tech

Our backend & web stack: Python, JavaScript, ReactJS, Postgres. We also write in Swift, Java and React Native for our mobile apps. Our platforms include: * Mobile payments app, built in React Native for iOS and Android, enabling Merchants around the world to take in-person payments from travellers, with the phone in their pocket. * Booking and Payments Webapps, built on Flask + Postgres + React, gives Merchants the tools to take bookings and get paid ahead-of-time, in-person and after-the-fact on any device. * Payments Core, built on Python 3 + Postgres + Redis, supporting international payments across over a hundred currencies in real-time 24/7 with zero downtime * The Guide, built on Django + Postgres + Svelte, is our new digital guidebook designed to support hundreds of thousands of businesses and travellers around the world. 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.

The role

## What you'll do at TabTab is growing our team in London, and we're looking for a Customer Success and Operations Associate to join Customer Success team. In this role, you'll be the primary point of contact for our customers, ensuring they get the most value from our platform while keeping our day-to-day operations running smoothly. You'll spend a lot of your time in our inbox and on the phone with our customers, learning about them and helping Tab run smoothly for them.You need to be comfortable working in both English and Spanish for this role, as around 50% of the businesses we work with are in in Latin America. If you're comfortable speaking other languages too, please let us know in your application - French and Arabic are of particular interest.Your main areas of focus will be:* Manage inbound customer enquiries across multiple channels and resolve issues efficiently and sensibly.* Manage and improve operational workflows by using AI and other tools to support our growing user base.* Onboard new users and guide them through our core product features, and help existing users get the most out of the platform.## What we're looking forWe value practical problem-solving, clear communication, and the logical thinking to apply common principles to different situations. We’ve built a reputation for great customer service, so you should enjoy speaking to people, helping them, learning from them, and generally making it a pleasure for businesses to work with Tab.You should be interested in processes - you'll be working with the team on our internal processes, as well as on how to make things easier for our customers. We're also in the process of implementing AI to improve both our internal operations and the customer experience, so you should have some experience experimenting with AI (this can be a personal interest or professional experience).We'll expect you to bring a lot of motivation, helpfulness and general common sense to the team, and you should have :* A demonstrable experience in customer-facing roles.* Strong written and verbal communication skills in English and Spanish.* Good organisation and communication.* Attention to detail and the ability to manage competing priorities.* A natural curiosity - you want to ask more questions and get to the bottom of things.* Logic - you think through the hows, the whys, the whats and the next steps.* A motivation to ‘wow’ customers and keep them cheerful (even if we can’t do what they want!)* 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.