Customer Support Specialist (Paid Plans)

Requirements

• As a Customer Support Specialist (Paid Plans) you'll be:
• With the role being in direct contact with our members, you will:
• Identify pain points and address their needs & requirements within the scope of what Tide can deliver or fast track admin/requests for members where possible
• Become a brand advocate for Tide by working closely with the other Plus/Pro team members in optimising & developing the proposition of the plan
• Aim at building and maintaining relationships with our Plus/Pro members by giving them first-rate service
• Be data-driven to monitor existing usage and identify new opportunities based on customer feedback, segmentation, personas, and user research as well as on the pulse for what's happening in the industry
• What makes you a great fit:
• You are comfortable on the phone talking to customers and experience liaising with and responding to member queries (however difficult). Customer-focused mindset is a must!
• You are data literate With Minium 1.5 Years of experience in UK/USA voice process
• You have very good verbal and written English (with EF Set 50 minimum; any certificate for C1 level and above is a plus)
• You have experience with MS Office (mostly Excel)
• You are upbeat and energetic and possess solid problem-solving skills
• You have robust communication with the customer and back to the business
• You can demonstrate the ability to self-drive and multitask, your role may vary day to day as well as strong team collaboration skills working across member services and within memberships teams
• It would be really nice if you have:
• Experience in Fin-tech, a start-up or a fast-growing tech company
• Experience using Looker and/or Zendesk
• Experience working in subscription and/or app-based business models
• Experience with membership programmes
• Background working in a customer services support function
• Analytics knowledge to understand member plan usage and optimization
• 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

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 Who are Tide: At Tide, we're on a mission to save businesses time and money. We're the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses. Tide is about doing what you love. We're looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale.

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