Customer Support Specialist (Paid Plans)

Responsibilities

• Provide first-class service to paid account members by managing and nurturing relationships
• Identify member pain points and address needs within the scope of Tide's offerings
• Act as a brand advocate by working with the Plus/Pro team to optimize plan propositions
• Use data-driven insights to monitor usage and identify new opportunities based on customer feedback
• Build and maintain strong relationships with Plus/Pro members to drive revenue and value

Requirements

• Minimum 1.5 years of experience in a UK or USA voice process
• High level of English fluency (EF Set 50 minimum; C1 level or above is a plus)
• Proficiency in MS Office, particularly Excel
• Strong problem-solving skills and a customer-focused mindset
• Ability to work rotational shifts, including weekends

Preferred Qualifications

• Experience in FinTech, a startup, or a fast-growing technology company
• Experience using Zendesk and/or Looker
• Background in subscription-based, app-based, or membership business models
• Analytical knowledge to understand and optimize member plan usage

Benefits

• Competitive salary
• Comprehensive health insurance (Self & Family, OPD, Term & Life)
• Mental wellbeing support through Plumm
• Learning & Development budget
• Generous leave policy including Privilege, Casual, and Sick leaves
• Paid time off for volunteering or L&D activities

About the Company

Tide is a leading FinTech platform helping SMEs save time and money. We offer business accounts, banking services, and a comprehensive set of administrative solutions from invoicing to 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 member-driven innovation.