Customer Support Specialist (Paid Plans)

2 Months ago • 1 Years + • Customer Service

Job Summary

Job Description

As a Customer Support Specialist (Paid Plans) at Tide, you will be providing first-class service to paid accounts members. You will manage and nurture relationships with the goal of generating revenue and adding value for SMEs. Responsibilities include identifying and addressing member needs, fast tracking admin/requests, building relationships with Plus/Pro members, and monitoring usage data to identify opportunities. The role requires working shifts and weekends on a rotational basis, aiming to be the most loved go-to business banking app for SMEs. The specialist must navigate the evolving FinTech environment.
Must have:
  • Customer-focused mindset and experience liaising with customers.
  • Data literate with a minimum of 1.5 years of UK/USA voice process experience.
  • Very good verbal and written English (EF Set 50 minimum; C1 level certificate is a plus).
  • Experience with MS Office (mostly Excel).
  • Upbeat and energetic with solid problem-solving skills.
  • Robust communication with the customer and back to the business.
  • Ability to self-drive, multitask and strong team collaboration skills.
Good to have:
  • Experience in Fin-tech, a start-up or a fast-growing tech company.
  • Experience using Looker and/or Zendesk.
  • Experience working in subscription and/or app-based business models.
  • Experience with membership programmes.
  • Background working in a customer services support function.
  • Analytics knowledge to understand member plan usage and optimization.
Perks:
  • 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

Job Details

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.

Who are Tide:

At Tide, we’re on a mission to save businesses time and money. We’re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is  transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses. 

Tide is about doing what you love. We’re looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale.

What we’re looking for:

As a Customer Support Specialist (Paid Plans) at Tide, you will be dedicated to providing first-class service to our paid accounts members. You will manage, maintain & nurture relationships. The goal: to generate revenue for Tide and add value for our SMEs. We want to become the most loved go-to business banking app for SMEs. You will be required to work on shifts and weekends on a rotational basis.

As a Customer Support Specialist (Paid Plans) you’ll be:

With the role being in direct contact with our members, you will:

  • Identify pain points and address their needs & requirements within the scope of what Tide can deliver or fast track admin/requests for members where possible
  • Become a brand advocate for Tide by working closely with the other Plus/Pro team members in optimising & developing the proposition of the plan
  • Aim at building and maintaining relationships with our Plus/Pro members by giving them first-rate service
  • Be data-driven to monitor existing usage and identify new opportunities based on customer feedback, segmentation, personas, and user research as well as on the pulse for what's happening in the industry

What makes you a great fit: 

  • You are comfortable on the phone talking to customers and experience liaising with and responding to member queries (however difficult). Customer-focused mindset is a must!
  • You are data literate With Minium 1.5 Years of experience in UK/USA voice process
  • You have very good verbal and written English (with EF Set 50 minimum; any certificate for C1 level and above is a plus)
  • You have experience with MS Office (mostly Excel)
  • You are upbeat and energetic and possess solid problem-solving skills
  • You have robust communication with the customer and back to the business
  • You can demonstrate the ability to self-drive and multitask, your role may vary day to day as well as strong team collaboration skills working across member services and within memberships teams

It would be really nice if you have:

  • Experience in Fin-tech, a start-up or a fast-growing tech company
  • Experience using Looker and/or Zendesk
  • Experience working in subscription and/or app-based business models
  • Experience with membership programmes
  • Background working in a customer services support function
  • Analytics knowledge to understand member plan usage and optimization

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

 

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 status or disability status. We believe it’s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

 

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.

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About The Company

Tide is the leading provider of UK small business (SMEs) accounts and one of the fastest-growing fintechs in the UK. Tide is live in the UK and India with over 650,000 members in the UK and more than 350,000 in India.


Tide is transforming the small business banking market. Our platform not only offers business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses, such as full integration with accounting systems (live for our UK members, many are live in India, and coming soon to Germany). 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.

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