Customer Support Associate
Tide
India, HyderabadPosted 1 month ago
Skill Required
UK/ Europe RegionUser ResearchbuildingfintechwrittenLookerdesignDesign PatternsGo
Key highlights
- Competitive salary
- Minimum 1.5 years of experience in UK/USA voice process required
- Self & Family Health Insurance
- Great Place to Work certified
Role overview
At Tide, we help SMEs save time and money by offering business accounts, banking services, and a comprehensive set of administrative solutions. We are transforming the small business banking market with over 2 million members globally. As a Customer Support Specialist (Paid Plans), you will provide first-class service to paid account members, manage relationships, and drive revenue while adding value for SMEs. You will work on shifts, including weekends, and collaborate with teams to optimize and develop the Plus/Pro plan proposition, ensuring Tide becomes the most loved business banking app for SMEs.
Responsibilities
- Identify pain points and address member needs and requirements within the scope of what Tide can deliver or fast-track admin/requests for members where possible
- Work closely with other Plus/Pro team members to optimize and develop the proposition of the plan
- Build and maintain relationships with Plus/Pro members by providing first-rate service
- Be data-driven to monitor existing usage and identify new opportunities based on customer feedback, segmentation, personas, user research, and industry trends
- Work on shifts and weekends on a rotational basis
Requirements
- Comfortable on the phone talking to customers and experience liaising with and responding to member queries (including difficult ones)
- Customer-focused mindset
- Data literate with a minimum of 1.5 years of experience in UK/USA voice process
- Very good verbal and written English (EF Set 50 minimum)
- Experience with MS Office (mostly Excel)
- Upbeat and energetic with solid problem-solving skills
- Robust communication with customers and back to the business
- Ability to self-drive and multitask, with strong team collaboration skills across member services and membership teams
Nice to have
- Experience in FinTech, a start-up, or a fast-growing tech company
- Experience using Looker and/or Zendesk
- Experience working in subscription and/or app-based business models
- Experience with membership programmes
- Background working in a customer services support function
- Analytics knowledge to understand member plan usage and optimization
- Any certificate for C1 level English or above
Benefits
- 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
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, fostering diversity, inclusion, and transparency
- Tide does not charge fees at any stage of the recruitment process; all official job opportunities are listed on the 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