Member Support Manager

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 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 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