Job Description

Customer Support AssociateIndia, HyderabadDepartment: Member SupportWho are Tide:At Tide, we are building a finance & admin 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 the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,800 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany.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.What we\'re looking for:As a Customer Service 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.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 day-to-day 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 shifts (late- or night shifts, weekends and holidays included), based on a schedule that takes into account your preferences, but also meets the needs of the business;

As a Customer Support Associate you\'ll be doing:

• 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 shifts (late- or 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 will be hybrid in the future - you will be expected to spend some of the days working from the office
• Role is for a team that operates 24/7 and would include rotational shifts

What makes you a great fit:

• 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\'ll 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

Tidean Ways of WorkingAt 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 everyoneAt 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.

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