Customer Support Specialist (Paid Plans)

Job Description

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 possibleBecome a brand advocate for Tide by working closely with the other Plus/Pro team members in optimising & developing the proposition of the planAim at building and maintaining relationships with our Plus/Pro members by giving them first-rate serviceBe 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 processYou 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 skillsYou have robust communication with the customer and back to the businessYou 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 companyExperience using Looker and/or ZendeskExperience working in subscription and/or app-based business modelsExperience with membership programmesBackground working in a customer services support functionAnalytics knowledge to understand member plan usage and optimization What You’ll Get In Return Competitive salarySelf & Family Health InsuranceTerm & Life InsuranceOPD BenefitsMental wellbeing through PlummLearning & Development Budget15 days of Privilege leaves12 days of Casual leaves12 days of Sick leaves3 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.