About the Company

Tide is revolutionizing the financial landscape for Small and Medium Enterprises (SMEs). We empower businesses to optimize their operational efficiency by providing not only business accounts and associated banking services, but also a suite of seamlessly integrated and user-friendly administrative tools, encompassing functionalities from invoicing to comprehensive accounting solutions.

With a rapidly expanding global membership exceeding 1.6 million across the UK, India, Germany and France, Tide is transforming the small business banking sector. Our solutions are meticulously designed with the unique needs of SMEs in mind, leveraging cutting-edge technology to deliver a superior user experience. We are committed to data-driven decision-making, enabling us to provide swift onboarding, competitive fees, and innovative features that empower SMEs to save valuable time and money.

Job Description

As a Customer Support Associate, you will play a pivotal role in empowering UK-based businesses to achieve success. This role requires a passion for communication, a proactive and empathetic approach to resolving member issues, and a commitment to delivering exceptional support. Your contributions will be instrumental in Tide’s continued expansion by providing continuous support, 365 days a year. Within the Customer Support team, you will cultivate strong relationships with members who rely on our products to facilitate their business growth, gaining valuable insights into their evolving needs and identifying opportunities for further enhancement.

Effectively managing competing priorities to ensure our members receive a superior Level 2 support experience is paramount. This necessitates exceptional time management skills and in-depth product knowledge. You will be adept at identifying and documenting patterns, proactively highlighting areas for improvement in both product functionality and member experience. This role involves gaining a comprehensive understanding of new features designed to streamline payment processing for our members and their clients. You will be responsible for providing consistent and valuable feedback to Product and Operations Managers, leveraging data to assist with reporting and track the performance of products and services. Furthermore, you will embody our company values by mentoring new team members, sharing your expertise, and providing support with everyday back-office tasks, as well as assisting Level 1 colleagues with their inquiries.

Responsibilities

Qualifications

• Exceptional English communication skills, both written and verbal, are essential.
• Proficiency in using industry-standard tools such as ticketing CRMs, GSuite, Jira, and Excel is required.
• You should be comfortable interacting with our members across various channels (phone, chat, email) to help them maximize the benefits of their business current accounts and related products, while also suggesting solutions that align with their specific needs.
• A passion for identifying innovative solutions to complex problems is crucial.
• You should possess a proactive approach to identifying recurring issues and developing new workflows to address them effectively.
• Excellent organizational skills and a demonstrated ability to manage your workload independently are expected.
• Previous experience in Customer Service within the finance industry is highly desirable.
• Experience working in a startup or scale-up environment is beneficial.

Skills

ATS Keywords

Frequently Asked Questions

Other Information

* Tide caters to SMEs in the UK, India, Germany, and France.
* Our global membership base surpasses 1.6 million, with 800,000 members in the UK and 800,000 in India, demonstrating rapid growth.
* We have secured over $200 million in funding.
* Our global team comprises over 2500 Tideans, reflecting our commitment to diversity and inclusion.
* We maintain offices in Central London, a member support and technology center in Sofia, Bulgaria, technology hubs in Serbia, Romania, Lithuania, and Hyderabad, and offices in Gurugram and New Delhi, India.

Tags