Customer Support Associate

Job Description

Tide is seeking a Customer Support Associate to assist UK businesses daily. The role involves providing around-the-clock support via chat, email, and phone, solving problems, and offering clear advice. The ideal candidate will be proactive, customer-focused, and ready to take on new challenges, contributing to the team's success.

Tide values diversity and inclusivity, fostering a transparent environment where every voice is heard.

Role Involves:

• Leading direct communication with customers over chat and email, and over the phone when needed.
• Following established procedures and guidelines, while also participating in creating and improving the existing ones.
• Delivering a 5-star customer experience based on a set of predefined metrics.
• Getting to grips with banking challenges such as unfamiliar transactions and missing payments.
• Helping to mentor new team members and assisting with common back-office tasks.
• Participating in tailor-made training courses to elevate skills and knowledge.
• Working on night shifts, weekends, and holidays on a rotational schedule.

Requirements:

• Comfortable communicating with customers via phone, chat, and email.
• 1-4 years of experience as a customer support associate.
• Willingness to handle customer requests through various channels.
• Ability to find novel solutions to difficult problems.
• Comfortable using industry tools like Kustomer, GSuite, and Jira.
• Excellent spoken and written English skills (C1 or higher).
• Proactive, decisive, with strong organizational skills.
• Relevant experience in customer service; finance industry experience is a plus.
• Graduation is mandatory.

What Tide Offers:

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 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