Global Customer Support Operations Lead

1 week ago


Delhi, Delhi, India Tide Full time
Overview

Tide is a leading fintech company providing innovative financial solutions to small businesses. As a key player in the industry, we are committed to delivering exceptional customer experiences and fostering a culture of growth and empowerment.

Job Summary

We are seeking an experienced Global Customer Support Operations Lead - India to join our team. In this role, you will be responsible for driving operational excellence, scaling support functions, and maintaining high levels of customer satisfaction. Your primary focus will be on managing large teams, achieving business objectives, and ensuring timely delivery of key initiatives.

Key Responsibilities:
  • Drive Indian Expansion: Ensure operational scalability in the Indian market, leveraging existing resources and aligning Tide's expansion plans with our mission and goals.
  • Align Strategy and Execution: Integrate member support strategies with broader business objectives, ensuring timely delivery of key initiatives and business outcomes.
  • Ensure Sustainable Growth: Continuously improve key metrics and operational efficiencies, scaling support operations cost-effectively as the member base grows across regions.
Requirements:
  • Experience: 10-15 years in leadership roles within the financial services industry, with a focus on customer support and contact center operations in fast-paced fintech environments.
  • Education: A Bachelor's degree in Technology (B.Tech) + MBA, preferably from a Tier-A institute.
  • Leadership: Ability to inspire and lead cross-functional teams, driving performance and creating a culture of growth and empowerment.
  • Customer-Centric: Deep commitment to delivering exceptional customer experiences and improving satisfaction at every touchpoint.
  • Data-Driven: Strong analytical skills, with the ability to leverage data and customer feedback to identify opportunities for process optimization.
What We Offer:
  • Estimated Salary: ₹25 lakhs - ₹35 lakhs per annum.
  • Benefits: Competitive salary, self & family health insurance, term & life insurance, OPD benefits, mental wellbeing support via Plumm, learning & development budget, work-from-home setup allowance, generous leave policy including privilege, casual, and sick days, 3 paid days off for volunteering or learning activities, stock options.
  • Culture: We believe that diversity is key to our success. Our team is made up of individuals from a variety of backgrounds, experiences, and perspectives. We encourage candidates from all walks of life to apply, regardless of ethnicity, religion, gender identity, sexual orientation, disability status, or any other characteristic.


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