Customer Support Associate L2
Tide is a UK-founded fintech business financial platform providing banking and financial-management services to small businesses and sole traders.
About Tide
Tide Platform Limited operates Tide, offering business accounts, payments, accounting and tax tools, savings, payroll, and business finance. Tide is FCA-authorised for electronic-money and payment services and is not itself a bank; its business bank accounts are provided through partner banks including ClearBank.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide level 2 support to members through phone chat and email. You will identify recurring issues explore data support reporting learn new payment features share feedback with Product and Operations and help Level 1 colleagues and new team members.
Requirements
- Exceptional spoken and written English skills
- Experience using ticketing CRMs GSuite Jira and Excel
- Confidence communicating with members about business accounts and products
- Innovative problem-solving skills
- Excellent organizational skills
- Customer service experience in the finance industry
- Some experience working in startups or scaleups
Responsibilities
- Provide level 2 member support across phone chat and email
- Identify recurring issues and suggest product or experience improvements
- Learn new payment processing features
- Share feedback with Product and Operations Managers
- Explore data and assist with performance reporting
- Support new team members and assist Level 1 colleagues
- Complete back-office tasks
Benefits
- Self and family health insurance
- Term and life insurance
- OPD benefits
- Mental wellbeing support through Plumm
- Learning and development budget
- Work-from-home setup allowance
- Family and friendly leave