Department: Member Support

Who are 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 1,800 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

Join a dynamic, global team at the forefront of revolutionising support operations in the fintech space.
We’re searching for an experienced Product Manager who has successfully developed SaaS products and is ready to take on the challenge of elevating our Support Operations to a world-class standard. Your expertise in CRM software, back-office tools, automation, deflection strategies, and GenAI-driven innovations will be critical as we strive to enhance the customer support experience for our rapidly expanding member base across multiple geographies.

In this role, you will collaborate closely with top-tier product professionals, including developers, data scientists, product designers, and content creators, to build, launch, and refine a cutting-edge support platform that delivers exceptional end-to-end experiences for our members. This is a rare opportunity to shape the future of support in a high-growth environment, making a tangible impact on our global operations

About the role

• Assessing opportunities and driving innovation by analysing user behaviour, leveraging data-driven insights, and validating hypotheses to continuously enhance our support platform
• Leading the implementation of mandatory regulatory and compliance standards, seamlessly integrating them into our product roadmap
• Managing the delivery of new features and requirements from other teams to elevate the member experience
• Working with our Operation teams to manage the requirements and expectations with our internal and external partners.
• Acting as the “go-to person” for your subject matter, building knowledge on industry developments, competitive position and regulatory changes
• Being the go-to authority on industry trends, competitive landscapes, and regulatory shifts, sharing insights and building expertise within our product community

What we are looking for

• You bring at least 3+ years of product management experience, with a strong focus on the Customer Support vertical
• You have domain knowledge preferably in fintech / financial services or some other related field
• You possess deep knowledge of the support landscape, including key players, emerging trends, and CRM systems (familiarity with Looker is a plus)
• You have a track record of working seamlessly with cross-functional teams to drive successful product launches, continuous improvements, and sustainable growth
• You have a passion for solving members' and agents' pain points, coupled with your ability to apply product design thinking which sets you apart
• You can demonstrate analytical rigour, an innovative and creative mindset, and an obsession with product excellence
• You excel at managing stakeholders, effectively communicating decisions, plans, and progress, and navigating challenges with confidence
• You thrive in a fast-paced environment where priorities shift, and processes may need to be built from the ground up

What you’ll get in return:

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

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.

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