Head of Member Support

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

Our Support team is available 24/7, providing members with personalized assistance from our experts. We actively collect feedback to create user-friendly technology and serve as the voice of our members. Our support is accessible through social media, phone, in-app messaging, and email.

ABOUT THE ROLE

As the Head of Member Support, you will play a pivotal role in shaping and scaling Tide’s customer operations to deliver world-class support for our growing member base. This is an exciting opportunity to lead a critical function, ensuring operational excellence, strategic alignment, and customer-centric innovation as we expand across Europe.

• Drive European Expansion: Ensure operational scalability in European markets by effectively utilising current resources and aligning country launches with Tide's mission.
• Align Strategy and Execution: Integrate Member Support operational and product strategies with broader company goals, ensuring timely delivery of roadmap initiatives and key business outcomes.
• Ensure Sustainable Growth: Review and improve key unit economics for cost-effective scaling of support operations as the cross-country member base grows.
• Elevate Performance Metrics: Maintain and enhance crucial KPIs (First Response Time, Rate, Phone Pickup, SLA, CSAT, NPS) to meet local and global targets.
• Develop Operational Strategies: Define Customer Operations strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Shape Strategic Vision: Contribute insights and analysis for organisational strategic plans by outlining user requirements, technical specifications, and standards for production, productivity, quality, and service.
• Build and Lead Top-Tier Teams: Recruit and retain exceptional customer support teams, offering direct and indirect leadership for daily tasks and long-term goals.
• Optimise Customer Operations: Monitor, analyse, and audit performance, resolving team challenges. Create action plans for improvement and oversee implementation and QA.
• Uphold Financial Objectives: Meet call center financial targets by forecasting staffing and tool needs, crafting quarterly budgets, analyzing variances, and taking corrective action where necessary.
• Establish Performance Frameworks: Design actionable measurement tools to gauge the effectiveness of day-to-day processes for internal and external stakeholders.

WHAT ARE WE LOOKING FOR

Tide is seeking an exceptional leader with a passion for delivering transformative customer experiences.

• Leadership Experience: 10+ years in customer operations, preferably in fintech or fast-growing scale-ups.
• Strategic & Hands-On: Proven ability to design and execute customer-centric strategies at scale. 
• Customer Focus: Deep commitment to enhancing customer experiences at every touchpoint.
• Inspiring Leader: Skilled at building and motivating world-class teams with a culture of empowerment and accountability. 
• Data-Driven: Strong analytical mindset with expertise in using data and feedback to drive improvements.
• CRM Expertise: Advanced knowledge of platforms like Zendesk, Kustomer, Freshdesk, or equivalent.
• Agility & Innovation: Thrives in fast-paced environments, delivering creative, data-backed solutions.

WHAT YOU WILL GET IN RETURN

• 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.

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.