Operations Manager Customer 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 ROLE

Youll be an experienced operator with experience articulating and driving operational excellence for consumer products consultancy or customer support. Youll be a highly capable analyst and problem solver able to find solutions and define problems from raw data. Youll be a self-starter able to deal with ambiguity and take responsibility for a significant area of the business with little supervision. Youll be an effective communicator capable of managing a range of internal and external stakeholders.

You will report to the Senior Operations Manager Member Support and have the ability to independently own operational areas which to further develop and enhance. Youll work alongside experienced product professionals and hand-in-hand with data analysts Member Support developers and external parties to drive operational excellence and build strong operational practices within the team.

As an Operations Manager youll be:

• Creating updating and optimising scalable processes that are clearly defined and documented
• Analysing operational performance defining appropriate monitoring metrics and understanding the root cause of sub-optimal processes
• Dissecting feedback and getting to the root cause for customer dissatisfaction
• Owning and delivering non-technical projects including cross-functional and across various business units.
• Working with the Senior Operations Manager Member Support on functional strategy and planning
• Dealing with daily escalations on product performance

WHAT WE ARE LOOKING FOR

• C1 or above level of English language proficiency
• You have 4 years experience in a fast-paced environment with at least 2 driving operational excellence for consumer products as an Operations manager Operations supervisor or similar
• You are organised systematic and able to manage team members whilst delivering on multiple pieces of work at the same time
• You enjoy working with data and are fluent in business analytical tools: Excel SQL and Looker; and have a good understanding of RESTful APIs and web services
• You are logical and see data as a crucial part of decision-making but know when to stop analysing and start acting
• You are resilient willing to spend the time it takes to discover where a problem lies and not stop until its solved
• You are okay with ambiguity and enjoy working in a complex technical industry
• Youre a capable communicator: able to get into the details troubleshooting an issue with a technical team one moment and communicating your work to senior audiences in another
• You will have graduated with a STEM/Economics/Finance degree; previous experience in an analytical role (Consulting Banking) is advantageous

WHAT YOULL 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
• Snacks light food drinks in the office
• WFH equipment allowance

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
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