Customer Support associate (Rotational shift)

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: 800,000 UK and 800,000 in India and growing rapidly
• Over $200 million raised in funding
• Over 2500 Tideans globally - we’re 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 

As a Customer Support Associate, you would be helping businesses across the UK to become success stories every day. You’ll love talking to people and have an empathetic nature along with a passion for solving customer problems. You will play a key part in helping Tide expand by providing around the clock support, every day of the year. Solving problems quickly and giving clear and honest advice is what sets us apart from the traditional big banks.

ABOUT THE ROLE 

We are looking for someone who is proactive and not afraid to take on new challenges. Putting the customer at the centre of everything you do plays a key role in our success. You’d be a great fit if you are willing to take responsibility, if you are energetic and reliable, and if you are ready to demonstrate high ethics and morale, working as an integral part of our team.

• Leading direct communication with customers over chat and email, and, whenever needed - over the phone (perform outbound calls to customers when requested by them.
• Following established procedures and guidelines, but also participate in creating new processes or improving the existing ones.
• Delivering a 5-star customer experience based on a set of pre-defined metrics (Customer Satisfaction, Volume Contribution, Quality Assurance).
• Getting to grips with tough banking challenges like unfamiliar transactions, missing payments, and direct debits.
• Helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks.
• Going through multiple tailor-made trainings and courses to help you elevate your skillset and knowledge and make the next step in your career with Tide.
• Working on night shifts, weekends and holidays included, based on a schedule that takes into account your preferences, but also meets the needs of the business
• Role is for a team that operates 24/7 and would include rotational shifts

WHAT ARE WE LOOKING FOR 

• You are comfortable talking to customers (phone, chat, email) and experience liaising with and responding to member queries (however difficult). Customer-focused mindset is a must! 
• You have 1-4 years of experience as a customer support associate
• You are willing to handle customer requests via chat, phone, or email
• You enjoy finding novel ways to solve difficult problems
• You are always on the lookout for recurring issues and help create new workflows to solve them
• You are comfortable using industry tools like Kustomer, GSuite, and Jira
• You have excellent spoken and written English skills (C1 or higher)
• You are proactive, ready to take decisions and have strong organisational skills and morale
• You have relevant experience working in customer service
• Having finance industry experience is considered an asset
• Graduation is a mandatory consideration to apply for this role

WHAT YOU WILL GET IN RETURN 

• Competitive salary
• 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

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.

• Tide does not charge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.
• Communication from Tide will only come from an official @tide.co email 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 talent@tide.co
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.

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