Customer Support Operations Lead

4 days ago


Delhi, Delhi, India Tide Full time

About Tide

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Tide is a leading fintech company that offers innovative financial solutions to small businesses. Our mission is to empower entrepreneurs and help them save time and money.

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What We Do

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We provide business accounts, related banking services, and connected administrative tools that make running a small business easier. Our platform has grown rapidly since launching in 2017, serving over 1 million small businesses across the UK, India, and Germany.

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Job Description

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We are seeking an experienced Customer Support Operations Lead to drive our Indian expansion. The successful candidate will play a crucial role in scaling operations efficiently, ensuring that our support functions align with business objectives, and maintaining a strong focus on customer satisfaction.

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Key Responsibilities:

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  • Drive Indian Expansion:">
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• Ensure operational scalability in the Indian market, leveraging existing resources and aligning Tide's expansion plans with our mission and goals.

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  • Align Strategy and Execution:">
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• Integrate member support strategies with broader business objectives, ensuring timely delivery of key initiatives and business outcomes.

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  • Ensure Sustainable Growth:">
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• Continuously improve key metrics and operational efficiencies, scaling support operations cost-effectively as the member base grows across regions.

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  • Enhance Performance Metrics:">
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• Oversee key performance indicators (KPIs) such as First Response Time, SLA, CSAT, NPS, and Phone Pickup to ensure they meet both local and global targets.

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  • Operational Strategy Development:">
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• Define and execute call center strategies, including capacity planning, performance reviews, and cost/benefit analysis.

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  • Shape Strategic Vision:">
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• Contribute valuable insights into organizational strategy, ensuring user requirements, technical specifications, and quality standards are aligned with operational goals.

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  • Build and Lead High-Performing Teams:">
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• Hire and retain exceptional customer support talent while providing both day-to-day leadership and long-term direction.

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  • Optimize Call Center Operations:">
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• Monitor, analyze, and audit team performance, resolve challenges, and implement improvement plans.

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  • Uphold Financial Targets:">
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• Manage budget forecasting, staffing, and tool needs while ensuring adherence to financial objectives.

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  • Establish Performance Frameworks:">
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• Create measurement tools to track and improve support operations, ensuring efficiency for both internal and external stakeholders.

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  • Champion Quality Assurance:">
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• Lead and refine the quality assurance processes, ensuring that every interaction upholds the highest standards of service.

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Desired Candidate Profile

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We seek an experienced professional with a strong background in customer support and contact center operations in fast-paced fintech environments. The ideal candidate should have a proven track record of managing large teams and achieving high levels of customer satisfaction (CSAT).

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Requirements:

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  • 10-15 years of experience in leadership roles within the financial services industry, with a focus on customer support and contact center operations in fast-paced fintech environments.">
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  • A Bachelor's degree in Technology (B.Tech) + MBA, preferably from a Tier-A institute.">
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  • Proven success in managing large teams and achieving high levels of customer satisfaction (CSAT).">
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Salary:

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£70,000 - £90,000 per annum (depending on experience).

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Benefits:

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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, and stock options.

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Why Join Us?

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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. We foster an inclusive and transparent environment where everyone's voice is heard, and diverse ideas help us create products that meet the needs of our global member base.

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Contact Information:

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Please note that we do not accept applications by email or phone. All applications must be submitted through our website.

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Location:

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The successful candidate will be based in India, with the option to work remotely.



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