Member Support Manager (Contact Center Manager)

ABOUT THE TEAM:

As a Member Support Manager, you will be helping businesses all across the UK to become success stories. You'll love talking to people and have an empathetic and proactive nature along with a passion for solving member issues. You will play a crucial part in helping Tide expand by providing round-the-clock support every day of the year. As part of the Member Support team, you will build on the relationship with members who use our products to grow their business further. You will gain valuable insight into their needs as well as recognise opportunities.

ABOUT THE ROLE

Our mission is to save businesses time and money, which they can put back into their company, and delivering fast and fluid support is key to achieving this. As a Manager of our Paid plan teams, you will ensure that we keep our members' accounts safe and ensure proper and satisfactory communication is kept throughout various channels including chat, voice and email.

As a Member Support Manager, you will be responsible for the overall activity of exercising control over the accurate and quality fulfilment of the obligations of the employees in the Member Support Department, who, according to the organisational structure of the employer, are at a lower hierarchical level than the position Member Support Manager. Organising and conducting initial and follow-up training, ensuring employee awareness, providing feedback and compiling reports(Kustomer, Looker, Excel) to the upper management are expected from a person in that role. You will be responsible for all metrics and KPIs on a department level and will be expected to implement measures to improve team result and efficiency as well as collaborating with other departments to drive improvements in the products or processes. Some of the things you'll be doing:

• Ensure the accurate and high-quality fulfilment of the obligations of Team Leads, Senior Associates and other team members
• Ensure successful teamwork, striving to create a supportive work environment
• Observe all procedures described in the employer database containing internal procedures, rules and articles with customer service instructions.
• Assist in the preparation of new procedures and the improvement of existing ones by making proposals, drafting procedures in order to improve the organisation and quality of performance
• Communicate and collaborate with Operations and Product managers from different business units, sharing trends, feedback and updates from the Member support department
• Operationally manage the Team Leads and Associates, allocating tasks and approving work schedules for the employees in the department within the time limits specified by the employer.
• Provide feedback to the Team Leads and Associates in the department in case of poor performance of duties and/or non-compliance with the procedures, as well as in quality fulfilment of obligations, in order to ensure compliance with the established standards of quality, productivity and customer service of employer`s counterparties
• Ensure employee awareness of product and procedural changes affecting the unit
• Prepare individual statistics on the speed and quality of the work of the employees in the Member Support Department,
• Participates in the interviewing and hiring of Team Leads and associates based on the hiring plan.
• Ensure work schedules and internal people policies and procedures are adhered to

WHAT WE ARE LOOKING FOR

• You have been a manager of a customer service team for more than 2 years, with a minimum of 9+ years of experience in customer support. Experience from the fintech or banking industry is an added advantage
• You have excellent spoken and written English skills
• You have experience in delivering omni-channel support
• You are confident in your presentation, stakeholder management and people management skills
• You are familiar with the standard metrics in support and how to maintain or improve them if required
• You enjoy finding novel ways to solve difficult problems and improve existing processes
• You are always on the lookout for recurring issues and help create new workflows to solve them
• You have really strong organisational skills
• You are self-driven, responsible and energetic

WHAT YOU WILL 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
• Stock Options