Customer Support Executive (Paid Memberships)

About You:
As a Customer Support Executive (Paid Memberships), you would be helping businesses across the UK to become success stories every day. You will be part of a dedicated VIP support team, responsible for the wellbeing and success of a high-value customer base for Tide. You’ll love talking to people and have an empathetic nature along with a passion for solving customer problems. You will play a key part in helping Tide expand by providing around the clock support, every day of the year. Our mission is to save businesses time and money every day, and delivering fast and fluid support is key to achieving this. Solving problems quickly and giving clear and honest advice is what sets us apart from the traditional high-street banks.

Some of the things you’ll be doing:

• Supporting a dedicated phone line for a High-Value membership plan


• Communicating with customers via different support channels - Telephone, chat and email


• Cross-functional communication with other teams and verticals


• Spotting patterns is second nature to you, and you’re always ready to highlight areas that can be improved


• Juggling priorities to ensure that members get the best support experience


• Getting to grips with tough banking challenges like unfamiliar transactions, missing payments, and direct debits


• Enjoy helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks

You’ll be a great fit if:

• You have excellent spoken and written English skills


• You comfortable using industry tools like Kustomer, GSuite, and Jira


• You are confident talking with our customers to help them get the most from their current account


• You enjoy finding novel ways to solve difficult problems


• You are always on the lookout for recurring issues and help create new workflows to solve them


• You have really strong organisational skills


• You have some experience working in customer service for the finance industry


• You have some experience working in startups

Who are Tide?
We’re the UK’s leading provider of smart current accounts for sole traders and small companies. We’re also on a mission to save business owners time and money on their banking and finance admin so they can get back to doing what they love - for too long, these customers have been under-served by the big banks.

Our offices are in London, UK, Sofia, Bulgaria and Hyderabad, India, where our teams are dedicated to our small business members, revolutionizing business banking for SMEs. We are also the leading provider of UK SME business accounts and one of the fastest-growing fintechs in the UK.

We’re scaling at speed with a focus on hiring talented individuals with a growth mindset and ownership mentality, who are able to juggle multiple and sometimes changing priorities. Our values show our commitment to working as one team, working collaboratively to take action and deliver results. Members first, we are passionate about our members and put them first. We are data-driven, we make decisions, creating insight using data.

We’re also one of LinkedIn’s top 10 hottest UK companies to work for.

What you’ll get in return:

• 25 days holiday


• Vitality Health and Dental Insurance, with a proactive focus on mental and physical well-being


• Fully covered Multisport card


• Food vouchers


• We invest in your development with a 1,000 BGN professional L&D budget per year and up to three L&D paid days off


• Snacks, light food, drinks in the office


• Enhanced family-friendly leave


• Flexible working options.

Here’s what we think about diversity and inclusion...
We build our services for all types of small business owners. We aim to be as diverse as our members so we hire people from a variety of backgrounds. We’re proud that our diversity not only reflects our multicultural society but that this breadth of experience makes us awesome at solving problems. Everyone here has a voice and you’ll be able to make a difference. If you share our values and want to help small businesses, you’ll make an amazing Tidean.