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Head of Member Support



Customer Service
Hyderabad, Telangana, India
Posted on Tuesday, March 26, 2024

About Tide

At Tide, we are building a finance & admin platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,600 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany.

Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

About the team

Our Support team works 24/7 to provide members with personalized assistance from our specialists. We also gather member feedback to develop easy-to-use technology. We're the voice of our members, offering help across social media, phone, in-app, and email.

About the role

As a Head of Member Support you will:

  • Drive European Expansion: Ensure operational scalability in European markets by effectively utilizing current resources and aligning country launches with Tide's mission.
  • Align Strategy and Execution: Integrate Member Support operational and product strategies with broader company goals, ensuring timely delivery of roadmap initiatives and key business outcomes.
  • Ensure Sustainable Growth: Review and improve key unit economics for cost-effective scaling of support operations as the cross-country member base grows.
  • Elevate Performance Metrics: Maintain and enhance crucial KPIs (First Response Time, Rate, Phone Pickup, SLA, CSAT, NPS) to meet local and global targets.
  • Develop Operational Strategies: Define call center strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
  • Shape Strategic Vision: Contribute insights and analysis for organizational strategic plans by outlining user requirements, technical specifications, and standards for production, productivity, quality, and service.
  • Build and Lead Top-Tier Teams: Recruit and retain exceptional customer support teams, offering direct and indirect leadership for daily tasks and long-term goals.
  • Optimize Call Center Operations: Monitor, analyze, and audit call center performance, resolving team challenges. Create action plans for improvement and oversee implementation and QA.
  • Uphold Financial Objectives: Meet call center financial targets by forecasting staffing and tool needs, crafting quarterly budgets, analyzing variances, and taking corrective action where necessary.
  • Establish Performance Frameworks: Design actionable measurement tools to gauge the effectiveness of day-to-day processes for internal and external stakeholders.
  • Champion Quality Assurance: Oversee and enhance QA processes for first-rate member support, working within QC and Compliance team frameworks.

What we are looking for

Tide is seeking an exceptional customer operations leader to build, scale and manage our member support function.

The ideal candidate will have:

  • Proven Track Record of Success: 9-12+ years of progressive experience in financial industry leadership roles, with a strong emphasis on transformative customer operations within a fast-paced fintech scale-up environment.
  • Strategic and Operational Excellence: Demonstrated ability to both design customer-centric strategies and execute them flawlessly. Hands-on experience in customer support/servicing is essential.
  • Customer-Obsessed Mindset: A deep belief that customers are true partners, and a driving passion for continuously enhancing their experiences at all touchpoints.
  • Inspirational Leader: Proven ability to inspire, motivate, and develop world-class teams, fostering a culture of growth, empowerment, and exceptional performance.
  • Data-Driven Decision-Making: Passionate about diving deep into customer feedback, data analytics, and key performance indicators to identify optimization opportunities and drive continuous improvement.
  • CRM Expertise: Extensive mastery of leading CRM platforms (Kustomer, Zendesk, Freshdesk, Babelforce, Five9, etc.) with a focus on leveraging them for operational excellence.
  • Thrives on Agility and Innovation: Demonstrated success in fast-paced environments where data-driven proposals propel exciting new initiatives for exceptional customer experience.

What you’ll get in return:

  • Competitive salary
  • Self & Family Health Insurance
  • Term & Life Insurance
  • OPD Benefits
  • Mental wellbeing through Plumm
  • Learning & Development Budget
  • Work from home 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
  • Stock Options

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.