Premium Accounts Associate

About the role

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. 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.

Requirements

• 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.
• WHAT YOU'LL GET IN RETURN
• 25 days paid annual leave
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget per year
• Additional health & dental insurance
• Mental wellbeing platform
• Snacks, light food, drinks in the office
• WFH equipment allowance
• #LI-NZ1
• TIDE IS A PLACE FOR EVERYONE
• We are One Team and foster a transparent and inclusive environment, where everyone's voice is heard.
• At Tide, we thrive on diversity, embracing va

Benefits

Additional Information

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

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