Customer Success Team Lead

Customer Success Team Lead

India, Delhi NCR

ABOUT TIDE

At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting.

Tide is transforming the small business banking market with over 1.6 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to help SMEs save both time and money.

Tide facts:

• Tide is available for UK, Indian, German and French SMEs
• Over 1.6 million members: 800,000 UK and 800,000 in India and growing rapidly
• Over $200 million raised in funding
• Over 2500 Tideans globally - we're diversity champions
• We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, India

ABOUT THE TEAM

As a Customer Success Team lead you'll be target oriented and passionate about helping small businesses. Working in a fast-paced, ever-changing environment will excite you along with an interest in the fintech industry and all that we are doing to save small business owners time and money.

The candidate will be responsible for leading and motivating a team of tele sales agents to achieve sales targets and maintain an exceptional level of customer service. As a team leader, you will work collaboratively with other departments to ensure that the team is reaching all objectives. The ideal candidate must have strong leadership and communication skills, attention to detail, and the ability to work in a fast-paced environment. You will be responsible for managing and optimizing relationships with call center vendors and inhouse team to ensure the delivery of high-quality services that meet our business needs and customer satisfaction goals

ABOUT THE ROLE

• Manage and supervise a team of tele-sales agents to achieve targets and deliver high-quality sales and customer service.
• Implement sales strategies that guarantee the team meets the required targets. Monitor the team's performance through tracking metrics such as calls made, sales made and feedback from internal and external stakeholders
• Maintain key performance indicators (KPIs) for call center vendors to measure and track performance.
• Foster strong, collaborative relationships with call center vendors, acting as the main point of contact.
• Coach and mentor team members as required to enhance their performance and develop their skills.
• Motivate team members to meet their individual and team targets.
• Organize regular meetings with the team to discuss performance and provide feedback on progress
• Work on data segmentation, prioritization and understand how to get the best from available data

WHAT WE ARE LOOKING FOR

• Bachelor's/ Master's degree in Business Administration, Sales or any related field
• Experience in leading a tele-sales team and managing the call center vendor, preferably in a financial services company/ Fintech or NBFC
• Strong interpersonal and leadership skills.
• In-depth knowledge of tele-sales techniques, market research, sales strategy, and management.
• Ability to effectively communicate and work with cross-functional teams. Detail-oriented with strong organizational, planning, and time-management skills. Technology and data analysis proficiency

WHAT YOU WILL GET IN RETURN

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• 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

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
  Careers Page
  and applications should be submitted through this channel.
• Communication from Tide will only come from an official
  
  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
Tide's Recruitment Privacy Notice
.