Revolutionising the way travellers discover, plan and book a trip

Customer Success and Operations Lead

£50K - £75K GBP / 0.20% - 0.40%
London, England, GB
Job Type
3+ years
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Mark Datta
Mark Datta

About the role

Please apply via our portal here.

Role Overview

This is an exciting opportunity in a scaling startup. You’ll have two core objectives - to establish our Customer Success function and to keep our Customer Operations running smoothly. We’re looking for someone who can think outside the box and implement and iterate ideas quickly while ensuring we maintain our high level of customer satisfaction.

As a new senior role, this is an opportunity for someone to come in and make it their own — and be a key part of building our Customer Success function. We expect you to have a strong customer-first approach and experience in establishing strong Customer Success processes. At Tab, that will mean taking businesses from opening accounts to using us consistently for all their payments.

Our Customer Operations function is well established, and you’ll manage an existing team of two that will grow over time. You’ll be expected to continuously improve our stack and processes and you’ll be in charge of making sure we maintain our great reputation for customer service.

About Tab

Tab powers travel & tourism businesses in more than 50 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 thousands of tourism businesses around the world, and we've helped millions 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.

We move fast, so you'll start having a meaningful impact on the business from 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.

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 regular drinks and team socials.


  • 5+ years’ experience in a customer service/operations based role - ideally in a tech startup
  • Experience of creating processes (focused on the customer journey)
  • Experience leading and growing a team
  • Growth mindset
  • You should have experience with discovering, testing and using new tools, designing and implementing processes and testing and iterating for highest conversion
  • Spanish language skills are a big plus (around 50% of our customers are in LATAM)

About You

  • You'll be 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
  • 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. Language skills are a plus here!
  • You must have the right to work in the UK

Please apply via our portal here.

About the interview

Please apply via our portal here.

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).

Team Size:9
Location:London, United Kingdom
Mark Datta
Mark Datta