Member Support Pro Associate

ABOUT TIDE

At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting.

Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France.

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 serve our mission: to help SMEs save both time (and money) so they can get back to doing what they love.

Tide facts

Tide is available for UK, Indian, German and French SMEs

Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly

Over $300 million raised in funding

Over 2,500 Tideans globally - we’re diversity champions!

We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, and in Berlin, Paris and Luxembourg.

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 Pro Associate you’ll be

Communicating daily with customers via chats, emails and phone

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 hybrid working model from our office in Sofia in 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 speaking with customers by phone and experienced in addressing and resolving member queries, with a strong customer-first approach

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 compa