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