Manage and resolve customer support tickets across a range of operational, technical, and service-related topics
Provide excellent customer service at every stage of the customer journey
Handle customer queries and requests, taking ownership of resolution or escalation where required
Act as a key liaison between customers and internal teams including Account Management, Engineering, Product, Finance, and Implementations
Support incident management processes, supplier escalations, and customer communications during service disruptions
Create and maintain customer-facing support content, guides, and documentation
Maintain supplier documentation and escalation processes to ensure information remains accurate and up to date
Identify recurring customer issues and collaborate with internal teams to improve processes and service quality
Support initiatives focused on automation, operational efficiency, and continuous improvement
Ensure customer queries are handled within agreed service levels and quality standards
Contribute to maintaining strong customer satisfaction scores and resolution time targets
Proactively identify opportunities to improve customer experience and team effectiveness

Experience in customer support, service delivery, operations, or another customer-facing role
Strong relationship-building skills with the ability to work effectively across internal and external stakeholders
Excellent written and verbal communication skills
Strong problem-solving ability and curiosity when investigating issues
Comfortable working in fast-paced environments with changing priorities
Experience using support, ticketing, or CRM platforms such as Jira, Zendesk, Salesforce, or similar tools
Strong organisation and prioritisation skills with the ability to manage multiple tasks simultaneously
Ability to work through ambiguity and confidently determine the next best action
High attention to detail and commitment to maintaining accurate information across systems and documentation
Proactive ownership mindset with a willingness to take responsibility for delivering outcomes
Curious to learn about Tillo, our products, customers, and industry

Client Services Executive

Key skills