Junior Customer Service & Operations Associate (Latin America)

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.

Customer success is the heartbeat of our business, so you'll start having a meaningful impact from week one. 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.

About the Role

We're looking for an enthusiastic team member who's super organised and loves helping customers. We're a tight-knit team with big ambitions, and we'll expect you to be able to work independently and take on responsibility from the first week, so be ready to hit the ground running as there's loads to learn!

The role is in our Customer Success and Operations team, and 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'll work closely with our Customer Success and Operations Manager to learn about how we manage risk in the company, as well as how we run Customer Service (you should know that this is the most important part of any company!) You'll learn about general start up culture, fintech and tourism, and as we're still quite a small team you'll be able to work at times with the CEO/Founder and COO.

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 use a lot of cool tools to manage our operational processes, so if you like things to be organised and functional, and generally find it easy to pick up new tech products then we'd love to hear from you!

This role would equally suit a smart, enthusiastic recent graduate who's previously enjoyed customer service (in any industry!), or someone with a bit of customer operations experience looking to make the move into startups. We'll expect you to bring a lot of enthusiasm, helpfulness and general common sense to the team. If you're passionate about anything work-wise we'd expect it to be making people's days better and their lives easier - but passions outside of work are cool too! You should enjoy working in smaller teams with a lot of autonomy, and you should be comfortable speaking to all sorts of people via phone, video call, WhatsApp and email.

Proficiency in Spanish is not a requirement for this role, although it is desirable, with a number of our businesses operating in Latin America. If you're comfortable speaking Spanish (or any other language), let us know in your application.

Your main areas of focus will be:

1. Customer Service - 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'll fit right in. You’ll need to have good judgement and decision making skills, and be good at using common sense and compassion to help people. Inbox zero is your jam!

2. Operations - This is where your organisation skills come in! To make sure our days and our customer's accounts run smoothly, you will have to be super organised, communicate well, and maintain good processes. As part of this, one of the most operationally important things we do is 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.

Experience/Skills

• Strong academic background 
• Experience in a customer service/success or operations based role
• Confident distilling complex concepts into clear explanations
• Spanish speaking - you don't need to be native, but you need to be comfortable reading and speaking on the phone
  

About You

• You’re 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.
• Candidates must have the right to work in UK.