Customer Support Associate (KYC)

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 YOU

As a cKYX Member Interactions Analyst, you will be ensuring businesses all across the UK stay safe and remain compliant. You will play a key part in helping Tide expand by providing round-the-clock support with our security reviews. Youll be talking to people with empathy and proactive nature along with a passion for solving member problems.

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 part of the cKYX Member Interactions team, you will ensure that we keep our members accounts up and running and provide them with proper guidance and support on how to navigate through processes they may not be fully aware of.

Some of the things youll be doing:

• Communicating with customers over the phone through outbound calls
• Gathering the required information over calls, aiding in completing account reviews (Periodic and Event-Driven Reviews).
• Providing the best possible customer experience over calls, chats and emails by using your detailed process knowledge and soft skills.
• Resolving customer queries or complaints and directing them to the right department.
• Refining and performing basic diligence on the information shared by customers and passing it on to the correct teams to complete account reviews and fund transfers.
• Staying up-to-date on the general topics supported by the Member (customer) support team to help resolve customer inquiries
• Helping customers understand what is required from them and keeping them informed throughout various stages of the account review process (Ongoing KYC Reviews). 
• Liaising with different departments to avoid any disruptions to customer accounts and ensure a smooth account review.
• Helping demonstrate your values to new members of the team, and supporting them with your wisdom and experience and assisting with common back-office tasks.

You’ll be a great fit if:

• You are comfortable talking to customers on the phone and walking them through difficult situations
• You have at least 1.5 years of experience working in International customer support on inbound or outbound phone line
• You have very good verbal and written English communication skills (at least C1 level)
• You are comfortable using industry tools like Kustomer, GSuite, and Jira
• You are always on a lookout for recurring issues and potential solutions to make existing processes more efficient.
• You have really strong organisational skills.
• You preferably have experience with a Fin-tech, start-up or a fast-growing tech company.
• Any exposure to KYC or diligence is a huge plus

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.