[01/11/2025] Customer Service Team Lead

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 ABOUT THE ROLE As any leadership position Team Leaders at Tide are instrumental in making sure everything runs smoothly from a Member Support perspective It s an exciting role that will require a jack of all trades approach and a strong ownership mindset You ll have a dynamic variety of tasks on a day-to-day basis and face challenges that often require a unique solution Your main task as the name suggests will be naturally to lead and manage your team of agents This aspect would require excellent social skills and solid communication abilities You will be directly responsible for the performance of your team and the successful completion of their targets As a start-up Tide is full of energetic people willing to grow and exceed expectations Perseverance and hard work are values we strongly believe in At the same time this comes with the realization that teamwork and camaraderie are essential Leadership comes from within - by giving example providing motivation and unity Member Support is the frontline of Tide - this is the place where everything critical happens As you and your team deal with members and their queries you will gain a valuable keen understanding and knowledge of their needs This is crucial information which can be used to optimize our department and organization as a whole Some of the things you ll be doing Spotting patterns is second nature to you and you re always ready to highlight areas that can be improved Juggling priorities to ensure that members get the best support experience Getting to grips with tough transactional challenges like unfamiliar transactions missing payments etc Enjoy helping mentor new members of the team and support them with your wisdom and experience and help out with common back office tasks Working 5 days with 2 days off Week off on a rotational basis Actively involved on different social media channels with focus on resolving member issues WHAT WE ARE LOOKING FOR Minimum 3 years of experience in leading customer-facing teams with track record of meeting KPIs Understanding of key metrics such as CSAT AHT FRT and resolution times is critical Excellent people skills people- and result-oriented mind with clear ideas how to grow and develop a team with professionals on different skill levels Excellent spoken and written English skills Ability to use industry tools like Kustomer Zendesk GSuite and Jira You are confident talking with our customers to help them get the most from their business account Passion for problem-solving and finding solutions to difficult situations You are always on the lookout for recurring issues and help create new workflows to solve them Strong organizational skills At least 2 years of experience working in customer service preferably in the finance industry Excellent computer skills You have some experience working in startups WHAT YOU LL 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 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