ABOUT TIDE
At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting.
Tide is transforming the small business banking market with over 1.6 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to help SMEs save both time and money.
Tide facts:
- Tide is available for UK, Indian, German and French SMEs
- Over 1.6 million members: 800,000 UK and 800,000 in India and growing rapidly
- Over $200 million raised in funding
- Over 2500 Tideans globally - we’re diversity champions!
- We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, India
ABOUT THE TEAM
The Paid Plans Support Team at Tide is dedicated to providing first-class service to our paid account members, primarily through phone support. Our mission is to manage, maintain, and nurture relationships, generating revenue for Tide and adding value for our SME clients by delivering award-winning customer support.
Our team thrives on proactivity and a willingness to tackle new challenges. Central to our success is placing the customer at the heart of everything we do. We seek individuals who are ready to take responsibility, demonstrate high energy and reliability, and uphold high ethical and moral standards. As an integral part of our team, each member is committed to contributing to our collective success and ensuring exceptional support for our clients.
ABOUT THE ROLE
As a Member Support Pro Associate you’ll be:
- Communicating daily with customers mainly over the phone
- Providing first-class support over chat and email based on capacity and voice volume
- Following established procedures and guidelines, but also participate in creating new processes or improving the existing ones
- Delivering a 5-star customer experience based on a set of pre-defined metrics (Customer Satisfaction, Volume Contribution, Quality Assurance)
- Getting to grips with tough banking challenges like unfamiliar transactions, missing payments, direct debits and other
- Helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks
- Monitoring the usage and identifying new opportunities based on customer feedback, segmentation, personas, and user research as well as on the pulse for what's happening in the industry
- Going through multiple tailor-made trainings and courses to help you elevate your skills and knowledge and make the next step in your career with Tide
- Working on shifts (weekends and holidays included), based on a schedule that takes into account your preferences, but also meets the needs of the business
WHAT YOU'LL GET IN RETURN
- 25 days paid annual leave
- 3 paid days off for volunteering or L&D activities
- Extended maternity and paternity leave covered by the company
- Personal L&D budget
- Additional health & dental insurance
- Mental wellbeing platform
- Fully covered Multisports card
- Food vouchers
- Snacks, light food, drinks in the office
- WFH equipment allowance
- Flexible working from home
- Sabbatical Leave
TIDEAN WAYS OF WORKING
At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.
While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.
WHAT WE ARE LOOKING FOR
- You are comfortable talking to customers on the phone and have experience liaising with and responding to member queries (however difficult). Customer-focused mindset is a must!
- You have a minimum of 1.5 year of relevant experience as a phone customer support associate
- You have very good verbal and written English (C1 or higher)
- You are comfortable using industry tools like Kustomer, GSuite, Microsoft Office and Jira
- You are upbeat and energetic, with solid problem-solving skills
- You have robust communication with the customer and back to the business
- You can demonstrate the ability to self-drive and multitask, your role may vary day to day, as well as strong team collaboration skills, high ethics and morale
It would be considered as an asset if you have:
- Experience in Fin-tech, a start-up or a fast-growing tech company
- Experience working in subscription and/or app-based business models
- Experience with membership programmes
- Analytics knowledge to understand member plan usage and optimisation
