Member Support Premium Accounts Associate

1 Month ago • 2 Years +

Job Summary

Job Description

Tide is looking for a Member Support Premium Accounts Associate to join their Paid Plans Support Team. This role focuses on providing first-class service to paid account members, primarily through phone support. Responsibilities include managing, maintaining, and nurturing customer relationships, generating revenue, and adding value to SME clients. The associate will communicate daily with customers over the phone, provide support via chat and email, follow and improve existing processes, and deliver a 5-star customer experience based on key metrics. They will also handle banking challenges, mentor new team members, monitor usage, identify opportunities, and participate in training to advance their career. The role requires working in shifts, including weekends and holidays, with schedules that accommodate preferences while meeting business needs.
Must have:
  • Comfortable talking to customers on the phone
  • Experience liaising with and responding to member queries
  • Customer-focused mindset
  • Minimum 1.5 years of phone customer support experience
  • Very good verbal and written English (C1 or higher)
  • Comfortable using Kustomer, GSuite, Microsoft Office, Jira
  • Upbeat and energetic
  • Solid problem-solving skills
  • Robust communication with customers and back to the business
  • Ability to self-drive and multitask
  • Strong team collaboration skills
  • High ethics and morale
Good to have:
  • Experience in Fin-tech
  • Experience in a start-up or fast-growing tech company
  • Experience in subscription/app-based business models
  • Experience with membership programs
  • Analytics knowledge
Perks:
  • 25 days paid annual leave
  • 3 paid days off for volunteering or L&D activities
  • Extended maternity and paternity leave
  • 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

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.

 

ABOUT THE TEAM

The Paid Plans Support Team at Tide is dedicated to providing first-class 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 award-winning 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 Premium Accounts Associate you’ll be: 

  • Communicating daily with customers mainly over the phone
  • Providing first-class 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 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, 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 what's happening in the industry
  • Going through multiple tailor-made 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'RE LOOKING FOR:

  • You are comfortable talking to customers on the phone and have experience liaising with and responding to member queries (however difficult). Customer-focused 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 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, high ethics and morale

It would be considered as an asset if you have:

  • Experience in Fin-tech, a start-up or a fast-growing tech company
  • Experience working in subscription and/or app-based business models
  • Experience with membership programmes
  • Analytics knowledge to understand member plan usage and optimisation

WHAT YOU'll 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 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.

#LI-RS12#LI-SH1

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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