Director of Product Member Support

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

ABOUT THE TEAM

Our team is dedicated to delivering a seamless high-quality support experience for our global members (customers). Youll join a cross-functional group of product managers engineers data scientists designers and content writers working collaboratively to research build and enhance products that support our members end-to-end.

This is a unique opportunity to shape the future of Tides support infrastructure and scale it in line with our rapid global growth.

ABOUT THE ROLE

Were looking for an experienced and visionary Director of Product Member Support to define execute and scale our global support products and tooling. This role is critical to driving measurable improvements in member experience and agent efficiency while setting a long-term best-in-class product vision for the future.

Youll be expected to balance short-term delivery with long-term transformation executing with precision today while architecting the ecosystem of tomorrow.

As Director of Product you will

Drive Execution & Short-Term Impact

• Deliver measurable results: Own KPIs for support efficiency effectiveness and member satisfaction. Implement solutions that drive immediate visible improvements in agent productivity and member outcomes.
• Lead execution: Translate the product roadmap into clear outcome-driven goals and ensure alignment across teams and stakeholders.
• Champion customer and agent needs: Build a deep data-led understanding of member and agent pain points. Validate assumptions and prioritise high-impact opportunities through robust qualitative and quantitative insights.
• Align stakeholders: Manage expectations and priorities across internal partners to deliver near-term business value while maintaining transparency and collaboration.

Define Vision & Long-Term Strategy

• Shape the future: Define and champion the strategic vision for the Member Support ecosystem encompassing CRM platforms back-office tooling automation frameworks and Generative & Agentic AI applications.
• Build for scale: Develop a long-term roadmap balancing foundational investment with innovative market-leading capabilities that deliver excellence at scale.
• Drive innovation: Leverage emerging technologies including advanced automation and AI to reimagine agent workflows and transform the member support journey.

WHAT WE ARE LOOKING FOR

Were seeking a strategic execution-focused product leader who combines strong operational delivery with visionary thinking.

Youll bring:

• Product leadership: 10 years in Product Management with a proven ability to deliver impact in complex high-scale environments.
• Operational enablement expertise: Experience building products that empower or optimise operations functions (such as customer support onboarding risk or service delivery). Direct experience in the Customer Support domain is desirable but not mandatory.
• Scaling success: A strong record of launching and growing products that enhance efficiency scalability and customer experience.
• People leadership: Demonstrated ability to build mentor and scale high-performing product teams fostering a culture of ownership and innovation.
• Strategic agility: Capacity to balance near-term delivery with long-term strategic thinking in a fast-paced environment.
• Analytical mindset: Strong problem-solving and decision-making skills driven by data insight and structured reasoning.
• Adaptability: Pragmatic and comfortable with ambiguity; able to create clarity and structure in evolving contexts.
• Market fluency: Awareness of the operational and support technology landscape including key players market dynamics and emerging trends.

WHAT YOULL GET IN RETURN

Our location-specific employee benefits are designed to cater to the unique needs of Tideans:

• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 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
• Stock Options

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. #LI-AC1 #LI-Remote

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.

Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy.

Your personal data will be processed by Tide for recruitment purposes and in accordance with Tides Recruitment Privacy Notice.