Senior Member Success Executive

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 role

As a Senior Member Success Executive, you will be:

• Act as the main liaison between the inhouse team and the call center management team.
• Monitor and manage call center performance metrics (e.g., service level agreements, average handling time, quality scores).
• Conduct regular quality assurance audits to ensure compliance with established protocols and SLAs.
• Provide training and guidance to call center agents to enhance their product knowledge and customer service skills.
• Resolve escalated customer issues and complaints promptly and effectively.
• Collaborate closely with vendor management and internal teams to implement process improvements and address operational challenges.
• Analyse data and trends to identify opportunities for performance enhancement and cost optimization.
• Ensure adherence to company policies, procedures, and regulatory requirements.

What we are looking for

Tide is seeking a Senior Member Success Executive (Senior Tele-Sales Executive) who is target-oriented and passionate about aiding small businesses. Thriving in a fast-paced, ever-changing environment excites you, along with a keen interest in the fintech industry and its efforts to save small business owners time and money.

You'll be focused on targets and confident in handling objections to achieve revenue goals. Additionally, you'll possess an excellent telephone manner, be outgoing, and thrive in a close-knit team environment. With excellent commercial awareness, you'll continually seek new revenue-generating opportunities. Passion, drive, and enthusiasm are a must. You will also be:

• Passionate, driven, with a can-do attitude and a positive outlook.
• Possessing 4-7 years’ experience in tele-sales roles, focusing on revenue generation, preferably within the FinTech or digital banking sector.
• Demonstrating excellent written and spoken English and Hindi language skills.
• Having previous customer service or tele-sales experience.
• Focused on revenue and capable of up-selling to prospective members.
• Target-driven.
• Comfortable with constant change and shifting priorities.
• A troubleshooter with a member-first mentality.
• A team player able to complete ad-hoc tasks.
• Incredibly self-motivated and conscientious, aiming to make a real difference to the business.
• Able to listen, learn, and adapt to feedback.
• Having knowledge of compliance, KYC, AML, and associated regulations.
• Possibly having previous experience working with a Fintech or digital bank.

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 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.