Description
Job Overview
As a Customer Support Associate - L2 at Tide, you will provide round-the-clock support to businesses across the UK. You will be part of a team that helps SMEs save time and money by offering business accounts and related banking services.
Responsibilities
- Ensure a level 2 support experience for members, requiring detailed product knowledge.
- Identify patterns and areas for improvement in product or member experience.
- Get familiar with new features that streamline payment processing for members and their clients.
- Provide valuable feedback to Product and Operations Managers.
- Explore data and aid with reporting to track product and service performance.
- Assist Level 1 colleagues with queries.
Requirements
- Exceptional spoken and written English skills.
- Experience with industry tools like ticketing CRMs, GSuite, Jira, and Excel.
- Confidence in communicating with members via phone, chat, email.
- Ability to find innovative solutions to complex problems.
- Excellent organisational skills and experience working in customer service for the finance industry.
- Some experience working in startups/scaleups.
Benefits
- Self & Family Health Insurance
- Term & Life Insurance
- OPD Benefits
- Mental wellbeing through Plumm
- Learning & Development Budget
- WFH Setup allowance
- Family & Friendly Leaves