Tessa Canton
@tessacanton
Customer success and tax operations leader improving CSAT/NPS through process optimization, AI automation, and data-driven delivery.
South AfricaWhat I'm looking for
I’m a Tax Practice Operations Manager leading service delivery for a high-performing team supporting customers and accountant partners. I drive operational excellence through strategic leadership, process optimization, and data-driven decision-making.
In my current role (Greenback Expat Tax Services), I oversee end-to-end service delivery and continuously improve workflows by reducing inefficiencies and implementing scalable solutions like AI automation—while keeping a personalized customer approach. My team’s CSAT consistently exceeds target (80%+), and our NPS averages 85–90% for both customer experience and accountant partner service.
Previously, as a CSC Manager and Customer Service Manager, I improved customer experience by 15–20% CSAT and led daily operations across high ticket volumes, resolving customer complaints within one business day. I coached teams against KPIs, facilitated business reviews, and led the implementation of a new customer communication platform.
Earlier experience as a Customer Success Team Lead and Research Manager (EMEA) strengthened my ability to combine customer insight with process development. I’ve built onboarding and training programs, delivered knowledge management, and supported product design/testing through user advocacy—so service quality stays consistent as the business scales.
Experience
Work history, roles, and key accomplishments
Tax Practice Ops Manager
Greenback Expat Tax Services
Jan 2025 - Present (1 year 5 months)
Led end-to-end service delivery for customer and accountant-partner support, improving workflows through process optimization and AI automation. Managed Tax Practice Operations team and achieved CSAT consistently above 80% (80–90%) and NPS averaging 85–90%.
CSC Manager
Greenback Expat Tax Services
Jan 2023 - Jan 2025 (2 years)
Managed daily customer support operations and resolved high-volume customer complaints within one business day. Increased CSAT by 15–20% (maintaining averages above 80%) and led implementation of a new customer communication platform.
CSC Team Lead
Greenback Expat Tax Services
Oct 2022 - Dec 2022 (2 months)
Led the Customer Champion team through weekly 1:1s and quarterly performance reviews to meet and exceed KPIs. Trained and onboarded new team members using a 30/60/90 program and improved people-operations workflows through data analysis.
Customer Success Champion
Greenback Expat Tax Services
Jul 2021 - Oct 2022 (1 year 3 months)
Owned the customer service inbox across Gmail/HubSpot, resolving account and technical issues via Salesforce CRM. Managed the HubSpot sales pipeline, achieving consistently high prospect conversion rates (30–40%), and improved processes by updating SOPs and FAQs.
Managed client relationships for Enterprise/Advanced accounts, conducting scoping and demo calls to support effective platform adoption. Led research and recruitment of niche experts across industries and countries, and helped develop customer-experience processes to improve pilot success and retention.
Education
Degrees, certifications, and relevant coursework
University of KwaZulu-Natal
Bachelor of Arts, English Literature and History
2014 -
Bachelor of Arts with a double major in English Literature and History, plus further independent study.
Availability
Location
South AfricaAuthorized to work in
Job categories
Skills
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