Customer Support Associate - L2

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 Customer Support Associate, you will be helping businesses all across the UK to become success stories. You’ll love talking to people and have an empathetic and proactive nature along with a passion for solving member issues. You will play a crucial part in helping Tide expand by providing round-the-clock support every day of the year. As part of the Customer Support team, you will build on the relationship with members who use our products to grow their business further. You will gain valuable insight into their needs as well as recognize opportunities. ### ABOUT THE ROLE - Juggling priorities to ensure that members get a level 2 support experience - means time is of the essence, and detailed product knowledge is vital. - 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. - Getting to grips with brand new features which will streamline payment processing for members and their clients. - Delivering valuable feedback to Product and Operations Managers on a consistent basis. - Exploring data and aiding with reporting to track the performance of products and services. - Helping demonstrate your values to new team members, supporting them with your wisdom and experience, and assisting with everyday back-office tasks. - Being ready to assist all Level 1 colleagues when they have queries ### WHAT MAKES YOU A GREAT FIT - You have exceptional spoken and written English skills. - You are comfortable using industry tools like ticketing CRMs, GSuite, Jira, and Excel. - You are confident talking with our members (over all channels - phone, chat, email) to help them get the most from their business current accounts and products and suggest others that they might benefit from. - You enjoy finding innovative ways to solve complex problems. - You are always on the lookout for recurring issues and help create new workflows to solve them. - You have excellent organisational skills and take responsibility for your workload. - You have experience working in Customer Service for the finance industry. - You have some experience working in startups/scaleups. ### 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 ### 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)**.**