Customer Support Executive Escalations

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 you’ll be doing: 

• Making outbound calls to customers and collecting required information 
• Using chat, phone and email to ensure proper communication
• Refining and performing diligence on the shared information by the members and passing them on to the appropriate teams to complete account reviews (Period and Event Driven Reviews)
• Juggling priorities to ensure that members get outstanding support experience meaning time is of the essence and detailed product knowledge is vital. 
• Staying up to date on the general topics supported by the Member support team
• Helping members understand what is required from them and keeping them up to date throughout various stages of review process
• Exploring data and aiding with reporting in order to track the performance of products and services. 
• 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 have excellent communication skills and a positive goal-oriented attitude
• You have C1 level of spoken English
• You have at least an 1.5 years of experience working in International customer support on inbound or outbound phone line
• You are comfortable with working flexible work hours
• You are comfortable using industry tools like Kustomer, GSuite, and Jira
• You are confident talking with our customers and walking them through difficult situations
• You are always on the lookout for recurring issues and help create new workflows to solve them
• You have really strong organisational skills.
• Spotting and noting patterns is second nature to you, and you’re always ready to highlight areas that can be improved in terms of product or member experience
• Experience with KYC is a 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.