Customer Support Associate - L2
Tide
India, HyderabadPosted 1 month ago
Skill Required
UK/ Europe RegionITILwrittenJiraAI
Key highlights
- Over 2 million members globally
- Experience in finance industry customer service required
- Self & Family Health Insurance included
- WFH Setup allowance provided
Role overview
At Tide, we help SMEs save time and money by offering business accounts, banking services, and connected administrative solutions like invoicing and accounting. As a Customer Support Associate, you will play a crucial role in helping UK businesses succeed by providing round-the-clock support, building relationships with members, and gaining insights into their needs. You will be part of a team that thrives on solving member issues and expanding Tide’s impact in the small business banking market.
Responsibilities
- Juggling priorities to ensure members get a level 2 support experience, where time is of the essence and detailed product knowledge is vital
- Spotting and noting patterns, and highlighting areas for improvement in product or member experience
- Getting to grips with brand new features that will streamline payment processing for members and their clients
- Delivering valuable feedback to Product and Operations Managers on a consistent basis
- Exploring data and aiding with reporting to track the performance of products and services
- Helping demonstrate values to new team members, supporting them with wisdom and experience, and assisting with everyday back-office tasks
- Being ready to assist all Level 1 colleagues when they have queries
Requirements
- Exceptional spoken and written English skills
- Comfortable using industry tools like ticketing CRMs, GSuite, Jira, and Excel
- Confident talking with members (over all channels - phone, chat, email) to help them get the most from their business current accounts and products and suggest others that they might benefit from
- Experience working in Customer Service for the finance industry
Nice to have
- Enjoy finding innovative ways to solve complex problems
- Always on the lookout for recurring issues and help create new workflows to solve them
- Excellent organisational skills and taking responsibility for workload
- Some experience working in startups/scaleups
Benefits
- Self & Family Health Insurance
- Term & Life Insurance
- OPD Benefits
- Mental wellbeing through Plumm
- Learning & Development Budget
- WFH Setup allowance
- Family & Friendly Leaves
Additional details
- Tide is available for UK, Indian, German and French SMEs
- Over 2 million members: 900,000 UK and 1,100,000 in India and growing rapidly
- Over $300 million raised in funding
- Over 2,800 Tideans globally
- Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026
- Offices in Central London, Sofia (Bulgaria), Serbia, Romania, Lithuania, Hyderabad, Gurugram, New Delhi, Berlin, Paris, and Luxembourg
- Tide is a place for everyone, embracing diversity in ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or differently-abled status
- Commitment to transparency, inclusivity, and ensuring everyone’s voice is heard
- Tide does not charge fees at any stage of the recruitment process
- All official job opportunities are listed exclusively on Tide’s Careers Page
- Communication from Tide will only come from an official @tide.co email address
- Tide does not work with agencies or recruiters without prior formal engagement
- Tide leverages AI to enhance the hiring experience
- Personal data will be processed by Tide for recruitment purposes in accordance with Tide's Recruitment Privacy Notice