Customer Support Agent

Responsibilities

• Provide empathetic, fast, and fluid support to help businesses solve banking and administrative challenges
• Manage customer queries, comments, and concerns across various channels, including social media
• Resolve complex banking issues such as unfamiliar transactions, missing payments, and direct debits
• Identify recurring patterns and issues to help create new workflows and process improvements
• Mentor new team members by sharing experience and supporting common back-office tasks
• Juggle multiple priorities to ensure members receive the best possible support experience

Requirements

• 1-4 years of experience as a customer support associate
• Experience working in customer service within the finance industry
• Excellent spoken and written English communication skills
• Proficiency with industry tools such as Kustomer, Zendesk, GSuite, or Jira
• Proven understanding of and experience working with customer satisfaction metrics
• Strong organizational and problem-solving skills
• Experience working in a startup environment is preferred

Benefits

• Competitive salary
• Self & Family Health Insurance, Term & Life Insurance, and OPD Benefits
• Mental wellbeing support through Plumm
• Learning & Development Budget
• 15 days of Privilege leave, 12 days of Casual leave, and 12 days of Sick leave
• 3 paid days off for volunteering or L&D activities

About the Company

Tide helps SMEs save time and money by offering business accounts, banking services, and connected administrative solutions like invoicing and accounting. Supporting over 2 million members globally across the UK, India, Germany, and France, Tide is transforming the small business banking market through advanced technology and data-driven decisions.