Member Support Pro Associate

Job Description

Tide is seeking a Member Support Pro Associate to join its Paid Plans Support Team. The team focuses on providing first-class service to its paid account members, primarily through phone support. The Associate will manage and nurture relationships with SME clients, delivering customer support.

The role involves:

• Communicating with customers via phone, chat, and email.
• Following procedures and contributing to process improvement.
• Delivering a 5-star customer experience.
• Addressing banking challenges such as unfamiliar transactions and missing payments.
• Mentoring new team members and assisting with back-office tasks.
• Identifying new opportunities based on customer feedback and industry trends.
• Participating in training courses for skill development.
• Working on shifts, including weekends and holidays.

Requirements:

• Comfortable talking to customers on the phone.
• Minimum of 1.5 years of experience in phone customer support.
• Excellent verbal and written English (C1 or higher).
• Proficiency in industry tools like Kustomer, GSuite, Microsoft Office, and Jira.
• Upbeat, energetic, and possess solid problem-solving skills.
• Strong communication, self-drive, multitasking, and team collaboration skills.

What Tide offers:

• 25 days paid annual leave.
• 3 paid days off for volunteering or L&D activities.
• Extended maternity and paternity leave.
• Personal L&D budget.
• Additional health & dental insurance.
• Mental wellbeing platform.
• Fully covered Multisports card.
• Food vouchers.
• Snacks, light food, drinks in the office.
• WFH equipment allowance.
• Flexible working from home.
• Sabbatical Leave.