Customer Support Team Lead – Night Shifts

Location: India, Hyderabad
Department: Customer (Member) Operations
Posted:

Member Support Team lead (Night Shift)

Location : Hyderabad

Who are Tide:

At Tide, we’re on a mission to save businesses time and money. We’re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is  transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses. 

 

Tide is about doing what you love. We’re looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale. 

 

What we’re looking for:

As any leadership position, Team Leaders at Tide are instrumental in making sure everything runs smoothly from a Member Support perspective. It's an exciting role that will require a jack of all trades approach and a strong ownership mindset. You'll have a dynamic variety of tasks on a day-to-day basis and face challenges that often require a unique solution.

Your main task as the name suggests, will be naturally to lead and manage your team of agents. This aspect would require excellent social skills and solid communication abilities. You will be directly responsible for the performance of your team and the successful completion of their targets. As a start-up, Tide is full of energetic people willing to grow and exceed expectations. Perseverance and hard work are values we strongly believe in. At the same time, this comes with the realization that teamwork and camaraderie are essential. Leadership comes from within – by giving example, providing motivation and unity.

Member Support is the frontline of Tide – this is the place where everything critical happens. As you and your team deal with members and their queries, you will gain a valuable, keen understanding and knowledge of their needs. This is crucial information which can be used to optimise our department and organisation as a whole. 

 

Our main mission is to help our members save time and assist them in running their business smoothly. As one team, we act on data to discover, create and deliver what's best for our members. A solid part of this process is reviewing, monitoring and challenging KPI data to identify shortfalls in the service and implement processes for improvement.   

 

As a Team Lead (Night shift) you’ll be involved in:

  • Management of agents and all aspects related to that task – assisting them with difficult cases and providing guidance where necessary. 
  • Assigning tasks including daily organisation of the workload, scheduling, resource planning.
  • Mentoring employees, monitoring their progress, goals, and removing blockers that prevent them from performing well. Providing guidance and support to agents with their long-term career journey at Tide. 
  • Reporting, analysing data, spotting patterns, improving processes and work practices. 
  • Liaison between day and night shifts, incorporating best practices so those two big teams can work in synchrony, with smooth transfer of communication, information, and distribution of work volumes.
  • Liaison between different departments and team leads of other teams – coordinating across different business areas to achieve a common goal. Fluent communication with different stakeholders.
  • Participation in the recruitment process and acquisition of new staff in Member Support.
  • Assistance with escalated queries from members which require a more hands on approach and attention to detail. 
  • Project management.
  • Handling manager callback requests.
  • The shift hours are 23:30-08:30 / 01:30 -10:30, 5 working days with 2 days off, weekends on rotational basis. Weekend shifts take place every 5th month and are from 12:30-21:30.
  • One day per week you will be required to do a shift 17:30-02:30 in order to meet with the rest of the leadership team and work together.

What makes you a great fit:

  • You’ve spent at least 3 years in a job with customer service experience. 
  • You have previous experience of a minimum of 3 years leading a team and managing people
  • You’re organised, pragmatic and capable of leading an interdisciplinary team; we’re after someone who’s not afraid to take the initiative and remove any blockers wherever necessary. Our goal is to provide a quality leading industry service and assistance to our members that leaves them delighted.   
  • You’re comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch.
  • You are flexible when it comes to shifts – we operate 24/7 and you might have both day and night shifts in your schedule (with at least 2 days off between night to day shifts).
  • You have excellent communication skills and a positive goal-oriented attitude. 
  • You understand working with KPIs, action plans, delivering presentations, projects.
  • You are a curious and independent learner who would feel comfortable learning a lot about the product and processes on his/her own.
  • You have adept command of the English language, both written and verbal  – C1/C2 level. 
  • Ability to detect patterns, recognize opportunities for change and improvement of processes or established work practices. 
  • Familiarity with Kustomer, Zendesk, Salesforce, or other CRM, traditional banking and the fintech industry would be considered a plus. 

 

What you’ll 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

 

Tidean Ways of Working 

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community. 

 

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