Customer Support Lead

1 month ago

New Delhi, India Tide Full time

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 1,600 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.


What we’re looking for:


Tide is seeking an experienced Member (Customer) Support Lead to join our dynamic team in India. A leader of large and complex operational teams, with fintech experience who will be developing and executing strategies for exceptional customer experience enabled through an understanding of product and technology. Someone who is passionate and positive about what they do, eager to make a difference and naturally takes ownership of projects and initiatives through to completion


As Lead of (Customer )Member Support You will be:


Leading a high-performing customer experience team, fostering a culture of excellence and continuous improvement.

  • Establish metrics and key performance indicators (KPIs) to measure customer satisfaction.
  • Own all customer experience-related policies and procedures, working with our 2nd Line of Defense (LOD) oversight team to ensure adherence.
  • Conduct in-depth customer research and analysis to identify pain points, opportunities for improvement, and customer preferences.
  • Monitor customer feedback and sentiment through various channels, including surveys, social media, and online reviews, and use insights to drive enhancements in the customer experience.
  • Define operational forecasting by modeling a headcount plan using predictive analysis.
  • Collaborate with the product team to provide user feedback and insights for product enhancements and new feature development.
  • Balance priorities to ensure that customers receive the best possible experience in all their interactions with Tide.
  • Work with product and data teams to make manual processes more efficient and increase automation where possible, always ready to highlight areas for improvement.
  • Own the relationship with key partners (internal and external).
  • Assist with the strategy for selected large operations vendors, supporting and guiding operations managers as required.
  • Work closely with Talent and People partners and internal trainers to ensure we continue to recruit, upskill, and retain the very best employees.
  • Report to the Head of Customer (Member) Support, India, playing a pivotal role in the leadership of the wider team.
  • Optimize existing processes by exploring new ideas, solutions, and partnerships.
  • Keep abreast of the latest changes in the fintech industry and regulatory policies, making changes where appropriate.
  • Ensure that we meet rigorous standards while building efficiency wherever possible.


What makes you a great fit if you have :

  • Over 12 years of experience in successfully managing customer experience operations in both voice and non-voice processes with high NPS.
  • Master’s degree, preferably from a Tier-A institute.
  • Proven ability to effectively engage with Heads of Departments or CXOs, delivering impactful presentations and confidently articulating complex ideas and strategies.
  • Experience in driving service operations using digital tools and platforms (CRM, service desk solutions, RPA, chatbots, AI/ML, and NLP-based automations).
  • Demonstrated leadership and management experience, capable of scaling operational teams efficiently and effectively.
  • A passion for problem-solving and finding solutions to complex challenges.
  • Strong work ethic, excellent organizational skills, and high productivity.
  • Positive attitude with a talent for bringing out the best in those around you.


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

● Stock Options


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.

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