Customer Support Executive

ABOUT TIDE

At Tide, we are building a business management platform designed to save small

businesses time and money. We provide our members with business accounts and

related banking services, but also a comprehensive set of connected administrative

solutions from invoicing to accounting.

Launched in 2017, Tide is now used by over 1 million small businesses across the

world and is available to UK, Indian and German SMEs. Headquartered in central

London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over

2,000 employees.

Tide is rapidly growing, expanding into new products and markets and always looking for

passionate and driven people. Join us in our mission to empower small businesses and

help them save time and money.

ABOUT THE ROLE

As a Customer Support Agent, you will be helping businesses across the India

Operations to become success stories every day. Youll 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.

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
• Enjoy helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks

WHAT WE ARE LOOKING FOR:

• Excellent spoken and written English skills
• You have 1-4 years of experience as a customer support associate
• You understand and have worked with customer satisfaction metrics
• You can attend to all the customer queries, comments and concern posted to the company social media platform
• You can review all social media posts for accuracy
• 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 current 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 organisational skills
• Experience working in customer service for 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

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture.

Our Tideans come from a variety of backgrounds and experience levels. We consider

everyone irrespective of their ethnicity, religion, sexual orientation, gender identity,

family or parental status, national origin, veteran, neurodiversity or differently-abled

status. We celebrate diversity in our workforce as a cornerstone of our success. Our

commitment to a broad spectrum of ideas and backgrounds is what enables us to build

products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s

voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We

welcome all individuals regardless of ethnicity, religion, sexual orientation, gender

identity, or disability. Our inclusive culture is key to our success, helping us build

products that meet our members' diverse needs. We are One Team, committed to

transparency and ensuring everyone’s voice is heard.

You personal data will be processed by Tide for recruitment purposes and in

accordance with Tide's Recruitment Privacy Notice.