Customer Support Specialist (Paid Plans)
Speedinvest is a European venture capital firm backing startups from seed through growth stages. It provides investment, sector expertise, global connections, and portfolio growth support across areas including AI, infrastructure, climate tech, deep tech, fintech, health, marketplaces, and consumer technology.
About Speedinvest
Speedinvest is a venture capital investor supporting companies from their first check through global scale. Its specialist investment teams invest from seed to growth, including Series B through pre-IPO, across AI and infrastructure, climate and industrial technology, deep tech, fintech and DeFi, health and bio, and marketplaces and consumer sectors. The firm also provides network access, follow-on capital, and portfolio success support to help founders scale across Europe and beyond.
Skills
About the Role
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.
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
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
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