Customer Support Associate

Job description

### **A****BOUT TIDE** At Tide, we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions, from invoicing to accounting. Tide is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data driven decisions to serve our mission: to help SMEs save time and money so they can get back to doing what they love. **Tide facts:** - Tide is available for UK, Indian, German and French SMEs - Over 2 million members: 900,000 UK and 1,100,000 in India and growing rapidly - Over $300 million raised in funding - Over 2,800 Tideans globally - Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026 - We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram, New Delhi, Berlin, Paris and Luxembourg ### **ABOUT THE TEAM** As a Premium Accounts Manager, you will be part of an exclusive team that delivers ***high-level support*** to our Premium members. This is not a standard customer service role—our Premium team serves as both trusted advisors and dedicated account managers, ensuring a seamless, personalized, and exceptional member experience at every interaction. ### **ABOUT THE ROLE** - Provide high-touch, tailored support to Premium members primarily over phone, with additional interactions via chat and email when required. - Manage complex and sensitive cases with ownership, accuracy, and a solutions-first mindset. - Deliver a 5-star experience aligned with Premium standards, measured by CSAT, TPH, and QA excellence. - Build long-term relationships with members by demonstrating in-depth product and process knowledge and anticipating their needs. - Serve as a knowledge hub and mentor for colleagues, sharing expertise and guiding new joiners through best practices - Contribute to the continuous improvement of Premium processes by sharing feedback, identifying gaps, and helping shape workflows. - Stay aligned with industry trends and member expectations to reinforce Premium as a supreme-class service offering. - Work flexible shifts (including weekends and holidays) while maintaining top-level performance and professionalism. ### **WHAT WE'RE LOOKING FOR:** - Min. 3 years of experience in premium support, account management, or client-facing roles where service excellence is/was a priority. - Strong problem-solving skills with the ability to navigate complex cases and think beyond standard procedures. - Exceptional communication skills (written and verbal) with near-native or native-level English. - High attention to detail and ability to manage multiple tasks while maintaining top-class service standards. - A proactive, empathetic, and professional attitude that represents our Premium brand promise. - Proven ability to work collaboratively in a high-performance environment. It would be considered as an asset if you have: - Background in FinTech, SaaS, or fast-paced technology companies. - Experience with membership-based services or subscription models. - Exposure to analytics or reporting, enabling insights into member behavior and engagement. ### **WHY JOIN THE PREMIUM TEAM?** - Work in an elite, high-performing team serving our most valued members. - Be empowered to act as a trusted advisor, not just a support agent. - Gain exposure to advanced cases, processes, and account management practices. - Grow your expertise through dedicated training, coaching, and leadership opportunities. - Contribute directly to shaping Premium service standards and mentoring new talent. ### **WHAT YOU'll GET IN RETURN:** - Self & Family Health Insurance - Term & Life Insurance - OPD Benefits - Mental wellbeing through Plumm - Learning & Development Budget - WFH Setup allowance - Family & Friendly Leaves **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 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.* **Disclaimer** *It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:* - *Tide does **not** charge any fees at any stage of the recruitment process.* - *All official Tide job opportunities are listed exclusively on our [**Careers Page**](https://www.tide.co/careers/) and applications should be submitted through this channel.* - *Communication from Tide will only come from an official **@tide****.co** email address.* - *Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.* *If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at [talent@tide.co](mailto:talent@tide.co) Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.* **Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our [AI Policy](https://assets.ctfassets.net/3h69mkdgxn20/5MFtWSdG8YLKq3jZkK52NY/3f18633073e6cdbd03bba4b9791c64f4/Using_AI_throughout_the_Hiring_Process.pdf).** **Your personal data will be processed by Tide for recruitment purposes and in accordance with* *[Tide's Recruitment Privacy Notice](https://assets.ctfassets.net/3h69mkdgxn20/30JAUcDJMlaCwUKt4zoW0j/dd541981a67b6838d6e54537704bc8aa/Tide_Recruitment_Privacy_Notice_Job_Post_Version.pdf)**.**