Customer Service Team Lead

ABOUT THE ROLE

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 optimize our department and organization as a whole.

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 transactional challenges like unfamiliar transactions, missing payments,etc.
• Enjoy helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks
• Working 5 days with 2 days off, Week off on a rotational basis.
• Actively involved on different social media channels with focus on resolving member issues

WHAT WE ARE LOOKING FOR:

• Minimum 3 years of experience in leading customer-facing teams, with track record of meeting KPIs
• Understanding of key metrics such as CSAT, AHT, FRT and resolution times is critical
• Excellent people skills, people- and result-oriented mind with clear ideas how to grow and develop a team with professionals on different skill levels
• Excellent spoken and written English skills
• Ability to use industry tools like Kustomer, Zendesk, GSuite, and Jira
• You are confident talking with our customers to help them get the most from their business account
• Passion for problem-solving and finding solutions to difficult situations
• You are always on the lookout for recurring issues and help create new workflows to solve them
• Strong organizational skills
• At least 2 years of experience working in customer service (preferably in the finance industry)
• Excellent computer skills
• You have some experience working in startups

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