15h Left: Team Lead, Financial Services, Member Support

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 a Financial Services Team Lead exceptional communication skills are essential as the role involves regular interaction with the team and other stakeholders You should be able to empathise with Tideans actively listen to their concerns and proactively resolve issues You must be highly motivated with a positive attitude and a willingness to go the extra mile to provide exceptional support Additionally strong analytical skills are necessary as the role involves identifying opportunities for growth and improving customer experience Overall successful candidates will be passionate about helping businesses succeed and dedicated to providing outstanding support to the team and the customers As a Financial Services Team Lead you ll be doing Management of agents and all aspects related to that task - assisting them with difficult cases and providing guidance where necessary Assigning tasks including daily organisation of the workload Mentoring employees monitoring their progress goals and removing blockers that prevent them from performing well Providing guidance and support to agents with their long-term career journey at Tide Reporting analysing data spotting patterns improving processes and work practices Schedule creation and organisation a variety of planning tasks Liaison between different departments and team leads of other teams - coordinating across different business areas to achieve a common goal Participation in the recruitment process and acquisition of new staff in Member Support Assistance with escalated queries from members which require a more hands on approach and attention to detail Working with Business areas and gathering data for product feedback WHAT ARE WE LOOKING FOR You have excellent spoken and written English skills You are able to use industry tools like Kustomer GSuite Jira Looker You have significant team management leadership or coaching experience You have passion for problem-solving and finding solutions to difficult situations You are a leader who takes control and has a strong focus towards customer satisfaction You have strong organisational skills You have experience working in customer service for the finance industry WHAT YOU WILL GET IN RETURN 25 days paid annual leave 3 paid days off for volunteering or L D activities Extended maternity and paternity leave covered by the company Personal L D budget Additional health dental insurance Mental wellbeing platform Food vouchers Snacks light food drinks in the office WFH equipment allowance 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