Customer Support Lead

3 weeks ago


Connaught Place, Delhi, India Tide Full time
About Tide

Tide is a leading business financial platform in the UK and India, providing business accounts and related banking services to small businesses. Our mission is to empower small businesses and help them save time and money.

Job Description

We are seeking an experienced Member (Customer) Support Lead to join our dynamic team in India. As a leader of large and complex operational teams, you will be responsible for developing and executing strategies for exceptional customer experience enabled through an understanding of product and technology.

Key Responsibilities
  • Leading a high-performing customer experience team, fostering a culture of excellence and continuous improvement.
  • Establishing metrics and key performance indicators (KPIs) to measure customer satisfaction.
  • Conducting in-depth customer research and analysis to identify pain points, opportunities for improvement, and customer preferences.
  • Monitoring customer feedback and sentiment through various channels, including surveys, social media, and online reviews, and using insights to drive enhancements in the customer experience.
Requirements
  • Over 12 years of experience in successfully managing customer experience operations in both voice and non-voice processes with high NPS.
  • Master's degree, preferably from a Tier-A institute.
  • Proven ability to effectively engage with Heads of Departments or CXOs, delivering impactful presentations and confidently articulating complex ideas and strategies.
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 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 status or disability status.



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