Customer Support Associate

7 days ago

Hyderabad, Telangana, India Tide Full time

Job Title: Customer Support Associate - Level 2 KYC Escalations Associate

Location - Hyderabad

Who are Tide:

At Tide, we are developing a finance & admin platform geared towards helping small businesses save time and money. We offer business accounts, banking services, and a range of administrative solutions from invoicing to accounting.

Founded in 2017, Tide is the leading business financial platform in the UK with 575,000 SME members and over 250,000 SMEs in India. With headquarters in London, Tide has a team of over 1,800 members across various countries.

Tide is on a growth trajectory, venturing into new markets, and constantly seeking dedicated individuals to join us in our mission of empowering small businesses to thrive.

As a Level 2 KYC Escalations Associate, your primary role is to ensure the safety and compliance of businesses across the UK. You will be instrumental in supporting Tide's expansion efforts by providing round-the-clock assistance, every day of the year. If you enjoy engaging with people, possess empathy, proactiveness, and a knack for problem-solving, this role is the perfect fit for you.

About the team:

As a Level 2 KYC Escalations Associate, you will be pivotal in safeguarding businesses across the UK and ensuring their adherence to regulations. Your round-the-clock support plays a crucial role in Tide's expansion efforts. Your empathetic nature and proactive approach are key in resolving member issues effectively.

This role requires a proactive and empathetic communicator proficient in outbound calls, adept at gathering essential information for critical business processes. Attention to detail, problem-solving skills, and adaptability in a dynamic environment are indispensable. A customer-centric mindset and positive attitude are paramount for success in this position.

About the role:

  • Making outbound calls to customers to gather necessary information
  • Utilizing chat, phone, and email for effective communication
  • Prioritizing tasks to ensure exceptional support for members, emphasizing the importance of time and detailed product knowledge
  • Remaining informed on topics supported by the Member Support team
  • Guiding members through required processes and keeping them informed throughout investigations
  • Analyzing data to aid in reporting and monitoring product and service performance
  • Demonstrating values to new team members, sharing wisdom and experience, and assisting with back-office tasks

What we are looking for:

  • Excellent communication skills and a positive, goal-oriented attitude
  • C1 level proficiency in spoken English
  • Proficiency in tools like Kustomer, GSuite, and Jira
  • Confidence in engaging with customers and navigating challenging situations
  • Proactive in identifying recurring issues and proposing new workflows for resolution
  • Strong organizational skills
  • Proficient in recognizing patterns and suggesting areas for product and member experience enhancement
  • Experience in KYC is advantageous
  • Minimum of 1.5 years of international customer support experience, either inbound or outbound

What you'll get in return:

  • Competitive salary
  • Health and life insurance for self and family
  • OPD benefits
  • Mental well-being support through Plumm
  • Learning & Development budget
  • WFH setup allowance
  • Privilege, Casual, Sick leaves
  • Paid days off for volunteering or L&D activities
  • Stock options
  • Enhanced family-friendly leave
  • Flexible working arrangement with occasional office visits in Hyderabad

Tidean Ways of Working

At Tide, we advocate for a flexible workplace that accommodates both in-person and remote work based on team needs. While we support remote work, we value face-to-face interactions to enhance teamwork and collaboration. Our offices serve as hubs for innovation and team bonding, facilitating regular in-person gatherings to cultivate a strong sense of community.

Tide is a place for diversity

Tide values diversity as a driving force behind our success. Our team comprises individuals from various backgrounds and experiences, fostering an inclusive environment regardless of differences in ethnicity, religion, sexual orientation, gender identity, and more. Embracing diversity allows us to create products that cater to the diverse needs of our members. We promote transparency and inclusivity, ensuring that every voice is heard within our One Team.

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