Customer Support Specialist (Paid Plans)

As a Customer Support Specialist (Paid Plans), you will be in direct contact with Tide's paid account members, delivering first-class service. You will identify member pain points, fast-track requests where possible, and act as a brand advocate. You will build and maintain relationships with Plus/Pro members and use data to monitor usage and spot new opportunities. You will work on shifts and weekends on a rotational basis.

Responsibilities

• Identify member pain points and address their needs and requirements within the scope of what Tide can deliver
• Fast track admin and requests for members where possible
• Act as a brand advocate by working closely with other Plus/Pro team members to optimise and develop the plan proposition
• Build and maintain relationships with Plus/Pro members by providing first-rate service
• Monitor existing usage and identify new opportunities based on customer feedback, segmentation, personas, and user research
• Stay on the pulse of industry developments
• Work on shifts and weekends on a rotational basis

Requirements

• Minimum 1.5 years of experience in UK/USA voice process
• Very good verbal and written English (EF Set 50 minimum; C1 level certificate and above is a plus)
• Experience with MS Office (mostly Excel)
• Solid problem-solving skills
• Robust communication with customers and back to the business
• Ability to self-drive and multitask
• Strong team collaboration skills
• Nice to have: experience in FinTech, a start-up or fast-growing tech company
• Nice to have: experience using Looker and/or Zendesk
• Nice to have: experience working in subscription and/or app-based business models
• Nice to have: experience with membership programmes
• Nice to have: background in a customer services support function
• Nice to have: analytics knowledge to understand member plan usage and optimization

Benefits

• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• 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