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Customer Support Associate-Level 2 Financial Crime Escalations



Accounting & Finance, Customer Service
Hyderabad, Telangana, India
Posted on Monday, June 3, 2024

Job Title: -Customer Support Associate-Level 2 Financial Crime Escalations

Location: -Hyderabad

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:

As a Level 2 Fincrime Escalations Associate , you will be ensuring businesses all across the UK stay safe and remain compliant. You will play a key part in helping Tide expand by providing round-the-clock support, every day of the year. You’ll love talking to people and have an empathetic and proactive nature along with a passion for solving member problems.
Our mission is to save businesses time and money, which they can put back into their company, and delivering fast and fluid support is key to achieving this. As part of the Level 2 Fincrime Escalations Associate, you will ensure that we keep our members’ up and running and provide them with proper guidance and support on how to navigate through processes they may not be fully aware of.

About the role:

  • Attending calls on an emergency inbound phone line for fraud reports
  • Working with other financial institutions to recover funds
  • Juggling priorities to ensure that members get outstanding support experience meaning time is of the essence and detailed product knowledge is vital.
  • Staying up to date on the general topics supported by the Member support team
  • Helping members understand what is required from them and keeping them up to date throughout various stages of investigation
  • Exploring data and aiding with reporting in order to track the performance of products and services.
  • Helping demonstrate your values to new members of the team, and supporting them with your wisdom and experience and assisting with common back-office tasks.

What we are looking for:

  • You have excellent communication skills and a positive goal-oriented attitude
  • You have C1/C2 level of spoken and written English
  • You have at least an 1 year experience working in International customer support on inbound phone line
  • You have at least 2 years experience in a customer service role
  • You are comfortable with working in 24/7 rotational shifts (We consider employee preferences while setting up schedules, however cannot guarantee the same)
  • You are comfortable using industry tools like Kustomer, GSuite, and Jira
  • You are confident talking with our customers and walking them through difficult situations
  • You are always on the lookout for recurring issues and help create new workflows to solve them
  • You have really strong organisational skills
  • Spotting and noting patterns is second nature to you, and you’re always ready to highlight areas that can be improved in terms of product or member experience.
  • Experience in FinCrime/AML will be considered an advantage

What you’ll get in return:

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for 90 days of the year. Plus, you’ll get:

  • Competitive salary
  • Self & Family Health Insurance
  • Term & Life Insurance
  • OPD Benefits
  • Mental wellbeing through Plumm
  • Learning & Development Budget
  • WFH 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
  • Enhanced family-friendly leave
  • Flexible working - please note you will have to visit the Hyderabad office 4 times a year and during high-level leadership visits. You will be notified about that at least 2 weeks in advance.

Tidean Ways of Working

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.

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 or differently-abled 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.