Customer Support Specialist (Paid Plans)

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: 800000 UK and 800000 in India and growing rapidly
• Over $200 million raised in funding
• Over 2500 Tideans globally - were 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

Who are Tide:

At Tide were on a mission to save businesses time and money. Were the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech we design solutions with SMEs in mind and our member-driven financial platform is transforming the business banking market. Not only do we offer our members business accounts and related banking services but also a comprehensive set of highly connected admin tools for businesses.

Tide is about doing what you love. Were looking for someone tojoin us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale.

What were looking for:

As a Customer Support Specialist (Paid Plans) at Tide you will be dedicated to providing first-class service to our paid accounts members. You will manage maintain & nurture relationships. The goal: to generate revenue for Tide and add value for our SMEs. We want to become the most loved go-to business banking app for SMEs. You will be required to work on shifts and weekends on a rotational basis.

As a Customer Support Specialist (Paid Plans) youll be:

With the role being in direct contact with our members you will:

• Identify pain points and address their needs & requirements within the scope of what Tide can deliver or fast track admin/requests for members where possible
• Become a brand advocate for Tide by working closely with the other Plus/Pro team members in optimising & developing the proposition of the plan
• Aim at building and maintaining relationships with our Plus/Pro members by giving them first-rate service
• Be data-driven to monitor existing usage and identify new opportunities based on customer feedback segmentation personas and user research as well as on the pulse for whats happening in the industry

What makes you a great fit:

• You are comfortable on the phone talking to customers and experience liaising with and responding to member queries (however difficult). Customer-focused mindset is a must!
• You are data literate With Minium 1.5 Years of experience in UK/USA voice process
• You have very good verbal and written English (with EF Set 50 minimum; any certificate for C1 level and above is a plus)
• You have experience with MS Office (mostly Excel)
• You are upbeat and energetic and possess 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 working across member services and within memberships teams

It would be really nice if you have:

• Experience in Fin-tech a start-up or a fast-growing tech company
• Experience using Looker and/or Zendesk
• Experience working in subscription and/or app-based business models
• Experience with membership programmes
• Background working in a customer services support function
• Analytics knowledge to understand member plan usage and optimization

What youll get in return:

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities

Tide is a place for everyone

At Tide we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity religion sexual orientation gender identity family or parental status national origin veteran neurodiversity status or disability status. We believe its what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment where everyones voice is heard.

TIDE IS A PLACE FOR EVERYONE

At Tide we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity religion sexual orientation gender identity family or parental status national origin veteran neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members diverse needs and lives.

We are One Team and foster a transparent and inclusive environment where everyones voice is heard.

At Tide we thrive on diversity embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity religion sexual orientation gender identity or disability. Our inclusive culture is key to our success helping us build products that meet our members diverse needs. We are One Team committed to transparency and ensuring everyones voice is heard.

• Tide doesnotcharge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on ourCareers Pageand applications should be submitted through this channel.
• Communication from Tide will only come from an official@tide.coemail address.
• Tide does not work with agencies or recruiters without prior formal engagement and we do not authorize third parties to make job offers on our behalf.

If you are contacted by anyone misrepresenting Tide or requesting payment please treat it as fraudulent and report it to us immediately at
Your safety and trust are important to us and we are committed to ensuring a fair and transparent recruitment process.

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