Tide - Member Support Manager/Contact Center Manager (9-10 yrs)

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

Our mission is to save businesses time and money, which they can put back into their company, and delivering fast and fluid support is key to achieving this.

As a Manager of our Paid plan teams, you will ensure that we keep our members accounts safe and ensure proper and satisfactory communication is kept throughout various channels including chat, voice and email.

As a Member Support Manager, you will be responsible for the overall activity of exercising control over the accurate and quality fulfilment of the obligations of the employees in the Member Support Department, who, according to the organisational structure of the employer, are at a lower hierarchical level than the position Member Support Manager.

Organising and conducting initial and follow-up training, ensuring employee awareness, providing feedback and compiling reports(Kustomer, Looker, Excel) to the upper management are expected from a person in that role.

You will be responsible for all metrics and KPIs on a department level and will be expected to implement measures to improve team result and efficiency as well as collaborating with other departments to drive improvements in the products or processes.

Some Of The Things Youll Be Doing

- Ensure the accurate and high-quality fulfilment of the obligations of Team Leads, Senior Associates and other team members.

- Ensure successful teamwork, striving to create a supportive work environment.

- Observe all procedures described in the employer database containing internal procedures, rules and articles with customer service instructions.

- Assist in the preparation of new procedures and the improvement of existing ones by making proposals, drafting procedures in order to improve the organisation and quality of performance.

- Communicate and collaborate with Operations and Product managers from different business units, sharing trends, feedback and updates from the Member support department.

- Operationally manage the Team Leads and Associates, allocating tasks and approving work schedules for the employees in the department within the time limits specified by the employer.

- Provide feedback to the Team Leads and Associates in the department in case of poor performance of duties and/or non-compliance with the procedures, as well as in quality fulfilment of obligations, in order to ensure compliance with the established standards of quality, productivity and customer service of employer`s counterparties.

- Ensure employee awareness of product and procedural changes affecting the unit.

- Prepare individual statistics on the speed and quality of the work of the employees in the Member Support Department,.

- Participates in the interviewing and hiring of Team Leads and associates based on the hiring plan.

- Ensure work schedules and internal people policies and procedures are adhered to.

What We Are Looking For

- You have been a manager of a customer service team for more than 2 years, with a minimum of 9+ years of experience in customer support.

- Experience from the fintech or banking industry is an added advantage.

- You have excellent spoken and written English skills.

- You have experience in delivering omni-channel support.

- You are confident in your presentation, stakeholder management and people management skills.

- You are familiar with the standard metrics in support and how to maintain or improve them if required.

- You enjoy finding novel ways to solve difficult problems and improve existing processes.

- You are always on the lookout for recurring issues and help create new workflows to solve them.

- You have really strong organisational skills.

- You are self-driven, responsible and energetic.

What You Will 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.

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration.

Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.

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 everyones 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 everyones voice is heard.

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.