About the role

What you'll do at Tab

Tab 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 for

We 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.

About the interview

Screening call, video interview, interview with team, final stage aptitude

About Tab

At Tab, we’re revolutionising the way travellers discover, plan and book a trip.

The Guide lets travellers find and book anywhere — with helpful recommendations from friends & local experts, rather than bland listings with endless reviews. Planning your trip should be a joy, not a chore! We help people to travel responsibly, by booking direct instead of using traditional booking sites. Travellers get the best price and they help local businesses avoid unnecessary fees.

Travel experts, content creators and the friends you always ask for recommendations can use The Guide to showcase their favourite places to stay and things to do. When you book one of their recommendations, you’ll get a discount from the business and they receive bonus credit to say thanks.

The Tab platform gives independent tourism businesses the tools to improve their online presence, be discovered, take direct bookings — and also to take payments. Our payment platform is uniquely designed for tourism businesses, handling over 100 currencies natively, and every payment type securely and easily.

As travel returns after a difficult period, it’s time for a fresh approach. That’s why we’re building a social commerce platform for tourism — helping to spread the benefits of tourism far and wide, and helping travellers make the most of their precious time abroad.

We're headquartered in London, and backed by Y Combinator (the investors behind Airbnb, Dropbox and Stripe).