Member Support Lead

Location: India, Delhi NCR
Department: Customer (Member) Operations
Posted: November 7, 2024

Job Title: – Member Support Lead 

Location: – Delhi NCR 

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.   

What we’re looking for:

A leader of large and complex operational teams, with fintech experience who will be developing and executing strategies for exceptional customer experience enabled through an understanding of product and technology. Someone who is passionate and positive about what they do, eager to make a difference and naturally takes ownership of projects and initiatives through to completion as GM of Customer (Member) Experience. 

You will be:
● Leading a high-performing customer experience team, fostering a culture of excellence and continuous improvement
● Establish metrics and key performance indicators (KPIs) to measure customer satisfaction
● To own all customer experience related policies & procedures and work with our 2 LOD oversight team to ensure your teams are adhering to all same
● Conduct in-depth customer research and analysis to identify pain points, opportunities for improvement, and customer preferences
● Monitor customer feedback and sentiment through various channels, including surveys, social media, and online reviews, and use insights to drive enhancements to the customer experience
● Define operational forecasting by modelling a headcount plan using predictive analysis
● Collaborate with the product team to provide user feedback and insights for product enhancements and new feature development
● Juggling priorities to ensure that customers get the best experience possible in all their interactions with Tide
● Working with product and data teams, to make manual processes more efficient and increase automation where possible. You’re always ready to highlight areas that can be improved
● Owning the relationship with key partners (internal/ external)
● Assisting with the strategy for selected large operations vendors, supporting and guiding operations managers as required
● Working closely with Talent and People partners and internal trainers to ensure we continue to recruit, upskill and retain the very best employees.
● Reporting to Head of Customer (Member) Support, India, and playing a pivotal role in leadership of the wider team
● Working on the optimization of existing processes including working on new ideas, solutions and partnerships.
● Keeping yourself abreast about latest changes in fintech industry and regulatory policies and help to make changes at appropriate places
● Ensure that we meet rigorous standards whilst building efficiency where possible

What makes you a great fit if you have :
● 10+ years in running a successful customer experience operations in both voice and non-voice processes with high NPS
● Masters’ degree preferably from a Tier-A institute
● Experience in effectively engaging with Head or CXOs, delivering impactful presentations and confidently articulating complex ideas and strategies
● Experience of driving service operations using digital tools and platforms (CRM, Service desk solutions, RPA, chatbot, AI/ML, NLP based automations)
● Proven leadership and management experience and can scale operational teams efficiently and effectively across
● A passion for problem-solving and finding solutions to difficult challenges
● A strong work ethic, good organisational skills and are highly productive
● A positive attitude and bring out the best in people around you

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

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 believe it’s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

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