Customer Support Specialist

ABOUT TIDEAt 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 Who are Tide At Tide we re on a mission to save businesses time and money We re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK Using the latest tech we design solutions with SMEs in mind and our member-driven financial platform is transforming the business banking market Not only do we offer our members business accounts and related banking services but also a comprehensive set of highly connected admin tools for businesses Tide is about doing what you love We re looking for someone to join us on our exciting scale up journey and be a part of something special We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale What we re looking for As a Customer Support Specialist Paid Plans at Tide you will be dedicated to providing first-class service to our paid accounts members You will manage maintain nurture relationships The goal to generate revenue for Tide and add value for our SMEs We want to become the most loved go-to business banking app for SMEs You will be required to work on shifts and weekends on a rotational basis As a Customer Support Specialist Paid Plans you ll be With the role being in direct contact with our members you will Identify pain points and address their needs requirements within the scope of what Tide can deliver or fast track admin requests for members where possible Become a brand advocate for Tide by working closely with the other Plus Pro team members in optimising developing the proposition of the plan Aim at building and maintaining relationships with our Plus Pro members by giving them first-rate service Be data-driven to monitor existing usage and identify new opportunities based on customer feedback segmentation personas and user research as well as on the pulse for what s happening in the industry What makes you a great fit You are comfortable on the phone talking to customers and experience liaising with and responding to member queries however difficult Customer-focused mindset is a must You are data literate With Minium 1 5 Years of experience in UK USA voice process You have very good verbal and written English with EF Set 50 minimum any certificate for C1 level and above is a plus You have experience with MS Office mostly Excel You are upbeat and energetic and possess solid problem-solving skills You have robust communication with the customer and back to the business You can demonstrate the ability to self-drive and multitask your role may vary day to day as well as strong team collaboration skills working across member services and within memberships teams It would be really nice if you have Experience in Fin-tech a start-up or a fast-growing tech company Experience using Looker and or Zendesk Experience working in subscription and or app-based business models Experience with membership programmes Background working in a customer services support function Analytics knowledge to understand member plan usage and optimization 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 Tide is a place for everyoneAt 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 TIDE IS A PLACE FOR EVERYONEAt 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 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