Member Support Plus Associate

Job Title: - Member Support Plus Associate

Location: - Hyderabad (Hybrid)

About 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.   

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 Plus Associate Paid Plans 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 are 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:

• 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 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. 

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.