Customer Support Associate

ABOUT TIDE At Tide we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting Tide is transforming the small business banking market with over 1 6 million members globally across the UK India Germany and France Using advanced technology all solutions are designed with SMEs in mind With quick onboarding low fees and innovative features we thrive on making data-driven decisions to help SMEs save both time and money Tide facts Tide is available for UK Indian German and French SMEs Over 1 6 million members 800 000 UK and 800 000 in India and growing rapidly Over 200 million raised in funding Over 2500 Tideans globally - we re diversity champions We have offices in Central London with a member support and technology centre in Sofia Bulgaria technology centres in Serbia Romania Lithuania and Hyderabad and offices in Gurugram and New Delhi India ABOUT THE TEAM As a Customer Support Associate you would be helping businesses across the UK to become success stories every day You ll love talking to people and have an empathetic nature along with a passion for solving customer problems You will play a key part in helping Tide expand by providing around the clock support every day of the year Solving problems quickly and giving clear and honest advice is what sets us apart from the traditional big banks ABOUT THE ROLE We are looking for someone who is proactive and not afraid to take on new challenges Putting the customer at the centre of everything you do plays a key role in our success You d be a great fit if you are willing to take responsibility if you are energetic and reliable and if you are ready to demonstrate high ethics and morale working as an integral part of our team Leading direct communication with customers over chat and email and whenever needed - over the phone perform outbound calls to customers when requested by them Following established procedures and guidelines but also participate in creating new processes or improving the existing ones Delivering a 5-star customer experience based on a set of pre-defined metrics Customer Satisfaction Volume Contribution Quality Assurance Getting to grips with tough banking challenges like unfamiliar transactions missing payments and direct debits Helping mentor new members of the team and support them with your wisdom and experience and help out with common back office tasks Going through multiple tailor-made trainings and courses to help you elevate your skillset and knowledge and make the next step in your career with Tide Working on night shifts weekends and holidays included based on a schedule that takes into account your preferences but also meets the needs of the business Role is for a team that operates 24 7 and would include rotational shifts WHAT ARE WE LOOKING FOR You are comfortable talking to customers phone chat email and experience liaising with and responding to member queries however difficult Customer-focused mindset is a must You have 1-4 years of experience as a customer support associate You are willing to handle customer requests via chat phone or email You enjoy finding novel ways to solve difficult problems You are always on the lookout for recurring issues and help create new workflows to solve them You are comfortable using industry tools like Kustomer GSuite and Jira You have excellent spoken and written English skills C1 or higher You are proactive ready to take decisions and have strong organisational skills and morale You have relevant experience working in customer service Having finance industry experience is considered an asset Graduation is a mandatory consideration to apply for this role WHAT YOU WILL 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 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 Disclaimer It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities Please be aware that Tide does not charge any fees at any stage of the recruitment process All official Tide job opportunities are listed exclusively on our and applications should be submitted through this channel Communication from Tide will only come from an official tide co email address Tide does not work with agencies or recruiters without prior formal engagement and we do not authorize third parties to make job offers on our behalf If you are contacted by anyone misrepresenting Tide or requesting payment please treat it as fraudulent and report it to us immediately at Your safety and trust are important to us and we are committed to ensuring a fair and transparent recruitment process You personal data will be processed by Tide for recruitment purposes and in accordance with