Member Support - Team Lead

ABOUT TIDE

At Tide, we are building a business management  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 2,000 employees.

Tide is rapidly growing, expanding into new products and 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 ROLE

As any leadership position, Team Leaders at Tide are instrumental in making sure everything runs smoothly from a Member Support perspective. It's an exciting role that will require a jack of all trades approach and a strong ownership mindset. You'll have a dynamic variety of tasks on a day-to-day basis and face challenges that often require a unique solution.

Your main task as the name suggests, will be naturally to lead and manage your team of agents. This aspect would require excellent social skills and solid communication abilities. You will be directly responsible for the performance of your team and the successful completion of their targets. As a start-up, Tide is full of energetic people willing to grow and exceed expectations. Perseverance and hard work are values we strongly believe in. At the same time, this comes with the realization that teamwork and camaraderie are essential. Leadership comes from within - by giving example, providing motivation and unity.

Member Support is the frontline of Tide - this is the place where everything critical happens. As you and your team deal with members and their queries, you will gain a valuable, keen understanding and knowledge of their needs. This is crucial information which can be used to optimize our department and organization as a whole.

Some of the things you’ll be doing: 

• Spotting patterns is second nature to you, and you’re always ready to highlight areas that can be improved
• Juggling priorities to ensure that members get the best support experience
• Getting to grips with tough transactional challenges like unfamiliar transactions, missing payments,etc.
• Enjoy helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks
• Working 5 days with 2 days off, Week off on a rotational basis. 
• Actively involved on different social media channels with focus on resolving member issues

WHAT WE ARE LOOKING FOR:

• Minimum 3 years of experience in leading customer-facing teams, with track record of meeting KPIs
• Understanding of key metrics such as CSAT, AHT, FRT and resolution times is critical
• Excellent people skills, people- and result-oriented mind with clear ideas how to grow and develop a team with professionals on different skill levels
• Excellent spoken and written English skills
• Ability to use industry tools like Kustomer, Zendesk, GSuite, and Jira
• You are confident talking with our customers to help them get the most from their business account
• Passion for problem-solving and finding solutions to difficult situations
• You are always on the lookout for recurring issues and help create new workflows to solve them
• Strong organizational skills
• At least 2 years of experience working in customer service (preferably in the finance industry)
• Excellent computer skills
• You have some experience working in startups

WHAT YOU'LL GET IN RETURN:

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• 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

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.

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