Premium Accounts Associate
Tide is a UK business-banking fintech for small and medium enterprises (tide.co), a Speedinvest portfolio company.
About Tide
Tide is a UK financial-technology company providing business banking and financial services to small and medium enterprises (tide.co). It is a portfolio company of Speedinvest.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide personalised support to Premium members primarily by phone, with chat and email support as needed. You will manage complex cases, deliver high-quality service, build long-term relationships, mentor colleagues, improve Premium processes, and work flexible shifts including weekends and holidays.
Requirements
- Minimum 3 years’ experience in premium support, account management or client-facing roles
- Problem-solving skills
- Near-native or native-level English
- Written and verbal communication skills
- Attention to detail
- Ability to manage multiple tasks
- FinTech, SaaS or technology company experience is an asset
- Membership-based services or subscription model experience is an asset
- Analytics or reporting experience is an asset
Responsibilities
- Provide tailored support to Premium members by phone, chat and email
- Manage complex and sensitive cases
- Deliver service measured by CSAT, TPH and QA
- Build long-term member relationships
- Mentor colleagues and guide new joiners
- Share feedback and identify process gaps
- Contribute to Premium workflow improvements
- Work flexible shifts including weekends and holidays
Benefits
- 25 days paid annual leave
- 3 paid days off for volunteering or L&D activities
- Extended maternity and paternity leave
- Personal L&D budget
- Additional health and dental insurance
- Mental wellbeing platform
- Fully covered Multisports card
- Food vouchers
- Snacks, light food and drinks in the office
- WFH equipment allowance
- Sabbatical leave
- Transportation bonus for office commute