Member Support Pro Associate

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 TEAM

The Paid Plans Support Team at Tide is dedicated to providing firstclass service to our paid account members, primarily through phone support. Our mission is to manage, maintain, and nurture relationships, generating revenue for Tide and adding value for our SME clients by delivering awardwinning customer support.

Our team thrives on proactivity and a willingness to tackle new challenges. Central to our success is placing the customer at the heart of everything we do. We seek individuals who are ready to take responsibility, demonstrate high energy and reliability, and uphold high ethical and moral standards. As an integral part of our team, each member is committed to contributing to our collective success and ensuring exceptional support for our clients.

ABOUT THE ROLE

As a Member Support Pro Associate you’ll be:

• Communicating daily with customers mainly over the phone
• Providing firstclass support over chat and email based on capacity and voice volume
• Following established procedures and guidelines, but also participate in creating new processes or improving the existing ones
• Delivering a 5star customer experience based on a set of predefined metrics (Customer Satisfaction, Volume Contribution, Quality Assurance)
• Getting to grips with tough banking challenges like unfamiliar transactions, missing payments, direct debits and other
• Helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks
• Monitoring the usage and identifying new opportunities based on customer feedback, segmentation, personas, and user research as well as on the pulse for whats happening in the industry
• Going through multiple tailormade trainings and courses to help you elevate your skills and knowledge and make the next step in your career with Tide
• Working on shifts (weekends and holidays included), based on a schedule that takes into account your preferences, but also meets the needs of the business

• WHAT WE ARE LOOKING FOR

  • You are comfortable talking to customers on the phone and have experience liaising with and responding to member queries (however difficult). Customerfocused mindset is a must!
  • You have a minimum of 1.5 year of relevant experience as a phone customer support associate
  • You have very good verbal and written English (C1 or higher)
  • You are comfortable using industry tools like Kustomer, GSuite, Microsoft Office and Jira
  • You are upbeat and energetic, with solid problemsolving skills
  • You have robust communication with the customer and back to the business
  • You can demonstrate the ability to selfdrive and multitask, your role may vary day to day, as well as strong team collaboration skills, high ethics and morale

  • It would be considered as an asset if you have:

    • Experience in Fintech, a startup or a fastgrowing tech company
    • Experience working in subscription andor appbased business models
    • Experience with membership programmes
    • Analytics knowledge to understand member plan usage and optimisation

    • WHAT YOULL GET IN RETURN

      • 25 days paid annual leave
      • 3 paid days off for volunteering or L&D activities
      • Extended maternity and paternity leave covered by the company
      • Personal L&D budget
      • Additional health & dental insurance
      • Mental wellbeing platform
      • Fully covered Multisports card
      • Food vouchers
      • Snacks, light food, drinks in the office
      • WFH equipment allowance
      • Flexible working from home
      • Sabbatical Leave

      • TIDEAN WAYS OF WORKING

        At Tide, we champion a flexible workplace model that supports both inperson and remote work to cater to the specific needs of our different teams.

        While remote work is supported, we believe in the power of facetoface interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and teambuilding, where we encourage regular inperson gatherings to foster a strong sense of community.

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        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 differentlyabled 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 Tides Recruitment Privacy Notice.