Tide is hiring a

Member Support Team Leader

Hello, we’re Tide.


Tide is the emerging leader in SME challenger banking in the UK and has been ranked as a Top 100 FinTech by KPMG. We believe SMEs have been vastly under-serviced and overlooked by traditional banks. Something as simple as opening an account can take weeks, mountains of paperwork and too much time. That's why we are passionate about our mission is to help SMEs - our members - save time (and money).


The Tide platform not only offers business bank account and related banking services, but also a comprehensive set of highly usable administrative solutions, such as full integration with accounting systems. Tide believes that truly serving SMEs well requires relentless focus on their needs. That is why Tide is SME only.


Based in central London and Sofia, Tide is backed by some of Europe’s most notable founders and investors, including Alex Chesterman (Zoopla) as well as top VCs in London and Stockholm (Anthemis, Augmentum, Creandum, LocalGlobe and Passion Capital).


We’re offering the right person, the opportunity to join our dynamic team to help drive our rapid growth. We’re a rocket ship that's going places – this looks a little like world domination!


Your day will look a little like this:


As the Member Support Team Leader at Tide, fondly referred to as a Tidean (a god like challenger of the banking world), you will be responsible for:

  • Leading a team of Customer Service Agents to maximize productivity, efficiencies and effectiveness.
  • Supporting the senior management team to identify and develop best practice, driving a positive, performance focused culture which achieves and exceeds SLA’s and improve customer and employee engagement.
  • Reviewing, monitoring and challenging KPI data to identify shortfalls in the service and implement processes for improvement.
  • You will take full ownership and responsibility for your team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills and performance levels; working in an autonomous working environment.


Who are we looking for?

  • We are looking for a team leader with excellent interpersonal, motivational and team building skills.
  • You will have experience in managing scheduling
  • You will have an eye for detail, excellent communication and coaching skills.
  • You’ll be comfortable using industry tools like Zendesk, GSuite, and Jira
  • Spotting patterns is second nature to you, and you’re always ready to highlight areas that can be improved
  • Experience working in customer service for the finance industry
  • You’ve tried some of the more advanced features of Zendesk - like automations, triggers, and macros


What are we like to work for?

  • We’re not corporate, we’re a start-up. You will have an unparalleled exposure to many areas of the business – improve and impact how we work
  • We will give you the freedom to be inquisitive and proactive – pursue your interests and develop career with us as we scale
  • We’re open and progressive – input is encouraged at all levels
  • We’re a social bunch. We celebrate the milestones, big and small and genuinely enjoy each other’s company!


Diversity is what makes our world interesting. Different people bring fresh new ideas, thinking and approaches, which make the way work is undertaken more effective and efficient. If you’re not into diversity, Tide may not be in the right place for you! Tide holds itself accountable against measurable diversity objectives.


Please, note that only shortlisted applications will be contacted! Thank you for understanding!

Requirements

Benefits

Similar jobs

Other jobs at Tide