Customer Support Associate - L2

ABOUT TIDE

At Tide, we are building a finance platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2000 employees.  

Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.  

ABOUT THE TEAM

As a Customer Support Associate, you will be helping businesses all across the UK to become success stories. You’ll love talking to people and have an empathetic and proactive nature along with a passion for solving member issues. You will play a crucial part in helping Tide expand by providing round-the-clock support every day of the year. As part of the Customer Support team, you will build on the relationship with members who use our products to grow their business further. You will gain valuable insight into their needs as well as recognize opportunities.

ABOUT THE ROLE

• Juggling priorities to ensure that members get a level 2 support experience - means time is of the essence, and detailed product knowledge is vital.
• Spotting and noting patterns is second nature to you, and you’re always ready to highlight areas that can be improved in terms of product or member experience. 
• Getting to grips with brand new features which will streamline payment processing for members and their clients. 
• Delivering valuable feedback to Product and Operations Managers on a consistent basis.
• Exploring data and aiding with reporting to track the performance of products and services. 
• Helping demonstrate your values to new team members, supporting them with your wisdom and experience, and assisting with everyday back-office tasks.
• Being ready to assist all Level 1 colleagues when they have queries

WHAT MAKES YOU A GREAT FIT

• You have exceptional spoken and written English skills.
• You are comfortable using industry tools like ticketing CRMs, GSuite, Jira, and Excel.
• You are confident talking with our members (over all channels - phone, chat, email) to help them get the most from their business current accounts and products and suggest others that they might benefit from.
• You enjoy finding innovative ways to solve complex problems.
• You are always on the lookout for recurring issues and help create new workflows to solve them.
• You have excellent organisational skills and take responsibility for your workload. 
• You have experience working in Customer Service for the finance industry.
• You have some experience working in startups/scaleups.

WHAT YOU'LL GET IN RETURN

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

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 everyone’s 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 everyone’s voice is heard.

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.