Customer Service Associate
Department: Member Support
As a Customer Service Associate, you will be helping businesses across India to become success stories every day. You’ll love talking to people and have an empathetic nature along with a passion for solving customer problems. You will play a key part in helping Tide expand by providing around the clock support, every day of the year. Our mission is to save businesses time and money every day, and delivering fast and fluid support is key to achieving this. Solving problems quickly and giving clear and honest advice is what sets us apart from the traditional big banks.
You’ll be entrepreneurial and an expert within a marketplace business, someone who is very familiar with the dynamics of marketplace platforms. You’ll also have the seniority and experience to build a team. A unique role, you’ll be able to bring the vision to life whilst playing a leading role within Tide’s product team. Working alongside experienced product professionals and hand-in-hand with senior developers, data scientists, designers, and marketers to research, build, ship and improve the product.
Some of the things you’ll be doing:
- Spotting patterns is second nature to you, and you’re always ready to highlight areas that can be improved
- Juggling priorities to ensure that members get the best support experience
- Getting to grips with tough banking challenges like unfamiliar transactions, missing payments, and direct debits
- Helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks
What you’ll get in return:
- Competitive salary
- Health Insurance, Life insurance and Accident insurance
- 25 days annual leaves
- Enhanced family-friendly leave
- Dental Benefit
- Learning & Development Budget
You’ll be a great fit if:
- You have 2+ years of work experience as a customer service associate in a Banking/Fintech org
- You have excellent spoken and written English & Hindi skills, knowledge of any language is an added advantage
- You are comfortable using industry tools like Zendesk, GSuite, and Jira
- You are confident talking with our customers to help them get the most from their current account
- You are good in finding novel ways to solve difficult problems
- You are always on the lookout for recurring issues and help create new workflows to solve them
- You have really strong organizational skills
- You have experience in Fintech/Banking organization (mandatory)
- You have some experience working in customer service for the finance industry
- You have some experience working in startups
- You are able to handle all kinds of tickets like Member support, KYC and transaction Monitoring
- You are suitable to move to the next level when operations go-live
Who are Tide?
We’re the UK’s leading provider of smart current accounts for sole traders and small companies. We’re also on a mission to save business owners time and money on their banking and finance admin so they can get back to doing what they love – for too long, these customers have been under-served by the big banks.
Our offices are in London, UK, Sofia, Bulgaria, Hyderabad and Gurugram, India, where our teams are dedicated to our small business members, revolutionizing business banking for SMEs. We are also the leading provider of UK SME business accounts and one of the fastest-growing fintechs in the UK.
We’re scaling at speed with a focus on hiring talented individuals with a growth mindset and ownership mentality, who are able to juggle multiple and sometimes changing priorities. Our values show our commitment to working as one team, working collaboratively to take action and deliver results. Member first, we are passionate about our members and put them first. We are data-driven, we make decisions, creating insight using data.
We’re also one of LinkedIn’s top 10 hottest UK companies to work for.
Here’s what we think about diversity and inclusion…
We build our services for all types of small business owners. We aim to be as diverse as our members so we hire people from a variety of backgrounds. We’re proud that our diversity not only reflects our multicultural society but that this breadth of experience makes us awesome at solving problems. Everyone here has a voice and you’ll be able to make a difference. If you share our values and want to help small businesses, you’ll make an amazing Tidean.
A note on the future of work at Tide:
Tide’s offices are beginning to open for Tideans to return on a voluntary basis. Timelines for reopening will be unique for each region and will be based on region-specific guidelines. The health and well-being of Tideans and candidates is our primary concern, therefore, for the foreseeable future, we have transitioned all interviews and onboarding to be conducted via Zoom.
Once offices are fully open, Tideans will be able to choose to work from the office or remotely, with the requirement that they visit the office or participate in face-to-face team activities several times per month.