Customer Support Specialist (Paid Plans)

As a Customer Support Specialist (Paid Plans) at Tide, you will be dedicated to providing first-class service to our paid accounts members. You will manage, maintain & nurture relationships with the goal of generating revenue for Tide and adding value for our SMEs. Your role will involve working on shifts and weekends on a rotational basis. In this role, you will: - Identify pain points and address the needs & requirements of members within Tide's scope or fast track admin/requests where possible - Become a brand advocate for Tide by collaborating with other Plus/Pro team members in optimizing & developing the plan's proposition - Focus on building and maintaining relationships with our Plus/Pro members by providing excellent service - Utilize data to monitor existing usage, identify new opportunities based on customer feedback, segmentation, personas, and user research, as well as stay informed about industry trends To be a great fit for this role, you should: - Be comfortable on the phone interacting with customers and have experience dealing with member queries - Have at least 1.5 years of experience in UK/USA voice process and be data literate - Possess strong verbal and written English skills (minimum EF Set 50; any certificate for C1 level and above is a plus) - Have experience with MS Office, especially Excel, and demonstrate solid problem-solving skills - Exhibit robust communication skills with customers and internally within the business - Show the ability to self-drive, multitask, and collaborate effectively within teams It would be advantageous if you have: - Experience in Fin-tech, a start-up, or a fast-growing tech company - Familiarity with Looker and/or Zendesk - Worked in subscription and/or app-based business models or membership programs - Background in customer services support function and analytics knowledge for plan usage optimization In return, you can expect: - Competitive salary - Self & Family Health Insurance - Term & Life Insurance - OPD Benefits - Mental wellbeing through Plumm - Learning & Development Budget - Privilege leaves, Casual leaves, Sick leaves - 3 paid days off for volunteering or L&D activities Tide is a place where everyone is valued and respected, fostering a transparent and inclusive environment where every voice is heard.,