Customer Support Operations Manager
2 weeks ago
About Tide
Tide is an innovative fintech company that empowers small businesses with streamlined financial and administrative solutions. Our comprehensive platform provides business accounts, banking services, and connected administrative tools, saving time and money for our members.
As a pioneer in the UK, Tide has grown to become the leading business financial platform, with 575,000 SME members and a strong presence in India. Headquartered in London, our team of 1,600 Tideans is spread across the UK, Bulgaria, India, Serbia, Romania, Ukraine, and Germany.
We're committed to empowering small businesses and helping them thrive. Our dynamic team is passionate about delivering exceptional customer experiences and is now seeking an experienced Member (Customer) Support Lead to join our team in India.
Key Responsibilities:
- Develop and execute strategies for exceptional customer experiences, leveraging product and technology understanding.
- Lead a high-performing customer experience team, fostering a culture of excellence and continuous improvement.
- Establish metrics and KPIs to measure customer satisfaction, ensuring adherence to policies and procedures.
- Conduct in-depth customer research and analysis to identify pain points, opportunities for improvement, and customer preferences.
- Collaborate with the product team to provide user feedback and insights for product enhancements and new feature development.
- Balance priorities to ensure customers receive the best possible experience in all interactions with Tide.
- Work closely with Talent and People partners to ensure we recruit, upskill, and retain top talent.
- Report to the Head of Customer (Member) Support, India, playing a pivotal role in the leadership of the wider team.
Requirements:
- Over 12 years of experience in managing customer experience operations with high NPS.
- Master's degree from a Tier-A institute.
- Proven ability to engage with CXOs, delivering impactful presentations and articulating complex ideas and strategies.
- Experience in driving service operations using digital tools and platforms (CRM, service desk solutions, RPA, chatbots, AI/ML, and NLP-based automations).
- Demonstrated leadership and management experience, capable of scaling operational teams efficiently and effectively.
What We Offer:
- 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
- Stock Options
Tide is a place for everyone:
We believe that our differences enrich our culture, and our team is diverse and inclusive. We're committed to creating a transparent and welcoming environment where everyone's voice is heard.
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