Meet the team: Tilly James, Head of Customer Operations

Meet the Team: Tilly James, Head of Customer Operations - Get to know our amazing team members and learn about their roles and passions within our company.
Gemma Holmes
Apr 2023
4 min read

Today, we’re introducing you to Tilly James; Head of Customer Operations at Trail.

Hey Tilly, can you tell us a bit about your career background?

Trail was my first job after graduating from Bristol University. I initially joined as a Customer Support Manager, using Intercom and working with our Customer Success Managers to help our users get the most out of Trail.

What do you do at Trail?

I work across the Customer Operations and Growth teams. We work on a range of projects like attracting the right customers, helping them digitise their current processes and making sure they stay happy on Trail. Our focus changes quarterly, my favourite project was launching in Australia last year.

What’s your favourite Trail value?

The Trail value that resonates with me the most is ‘work and stop’.

Work and stop.We support people to work flexibly wherever they are their happiest and most productive - at home, at the office or from travels afar. We're family friendly and not afraid of the less-traveled path if it holds true to our values. We're respectful of working hours, avoiding presentee-ism and messaging out of hours.’

As this was my first ‘proper’ job, I didn’t know what to expect with working hours. I presumed I’d have to be the last one in the office or online to impress… I quickly realised that wasn’t how it worked at Trail!

I’ve been lucky to work from some amazing places over the last 3 years, including some long stints in Brazil, where my brother lives. Being able to go surfing after work automatically makes this my favourite value!

What’s your top productivity tip?

Currently I’m using Todoist, which is great for keeping on top of small ad hoc tasks. It also only shows tasks that are scheduled for that day, which means you’re not distracted by anything else… and I’m easily distracted so that’s important!

Best moment at Trail so far?

Hands down my best moment was when Afshin and I did our first webinar. We’d been getting the giggles a lot in practice but when it came to the real thing I thought we’d hold it together. Unfortunately I got a weird bubble in my throat while I was speaking… it set me off (and subsequently Afshin) and we couldn’t stop laughing for far too long live on air.

Thanks, Tilly!

What customers are saying

"I f****** love Trail, it's taking my businesses to the next level."
Josh Paterson
"We rarely provide training to our guys, they just bought into the idea straight away. I love that I have a full visual of everyone's activity in front of me."
Katrin Toots
Compliance Manager
“It’s not a paper diary that’s covered in barbecue sauce. We have clarity over what’s done in our sites and are confident going into our audits.”
Jay Brown
“The EHO visited almost every site last year and every store was given a five star rating."
Jay Brown
Operations Chef
"We turned our Costa Checks and various compliance forms into regular tasks on Trail, which has contributed to some of the best scores we have had."
Delroy Daniels
Operations Director
"Our teams love it, it gives our managers of all levels absolute clarity on what they need to achieve every day."
James Brown
Operations Director

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